A Project Report on

CUSTOMER RELATIONSHIP MANAGEMENT

IN
ING VYSYA LIFE INSURANCE
HYDERABAD
Project submitted in partial fulfillment for the award of
the Degree of
MASTER OF BUSINESS ADMINISTRATION
TO
XXXXX

DECLARATION BY STUDENT
I hear by declare that this project Report titled CUSTOER
RELATIONS!I" ANAGEENT s#b$itted by $e to the depart$e%t
o& $a%a'e$e%t st#dies( Vi)e*a%a%da school o& post 'rad#ate st#dies( is
a bo%a&ide +or* #%derta*e% by $e a%d it is %ot s#b$itted to a%y other
U%i)ersity or i%stit#tio% &or the a+ard to a%y de'ree,diplo$a, certi&icate
or p#blished a%y ti$e be&ore-
Na$e .
/ate . Si'%at#re


PROJECT ABSTRACT
I% I%dia li&e i%s#ra%ce sector plays a $ajor role i% sa)i%'s o& a
perso%- There are $a%y players i% li&e i%s#ra%ce sector( a%d LIC is
leadi%' as it has roots i% I%dia &ro$ $ore tha% 01 years- To p#rchase a%y
thi%' i% this +orld the c#sto$er has his,her o+% choice o& pre&ere%ces
accordi%' to those pre&ere%ces o%ly( o%e ca% p#rchase the re2#ire
prod#ct- The project st#dy o& ING VYSYA LIFE INSURANCE li%*ed
+ith CR 3CUSTOER RELATIONS!I" ANAGEENT4-
The ai$ o& st#dy to e5a$i%e a%d $a*e the co$pa%y e%able to the
trac* c#sto$er sell the appropriate prod#ct #%dersta%di%' their %eeds
a%d +a%ts a%d to i%s#re a lo%' ter$ rete%tio% o& c#sto$ers thro#'h the
applicatio% o& CR i% a co$prehe%si)e $a%%er $o%itori%' the
per&or$a%ce o& CR to ta*e correcti)e actio%s %ecessary to ass#re the
res#lts $atch the pla% projectio%s-
Co$i%' to ING VYSYA LIFE INSUARANCE i% I%dia its
$a*i%' e&&ort to attract c#sto$ers a%d tap the li&e i%s#ra%ce $ar*et- So
this st#dy is also i%te%ded to &i%d c#sto$ers a%d the rete%tio% )al#e
thro#'h the applicatio% o& CR i% ING VYSYA LIFE INSURANCE-
The $ethod o& this st#dy is based o% $ar*eti%' research +ith
str#ct#red 2#estio%%aire co%sisti%' o& $#ltiple choice 2#estio%s-
The sa$ple s#r)ey is co%d#cted o% 611 c#sto$ers belo%'i%' to
di&&ere%t cate'ories -pri)ate i%s#ra%ce co$pa%ies are #%able to create
e%o#'h bra%d )al#e a%d tr#st i% c#sto$ers-
ost o& the co$pa%ies ha)e o%ly 789 o& $ar*et share i% li&e i%s#ra%ce
sector +he% co$pare LIC- So CR $a*es s#''estio%s to ING VYSYA

LIFE INSURANCE sector ho+ to $a*e tr#st o& c#sto$ers a%d hoe to
$a*e the rete%tio% )al#e-
ACKNOWLEDGEMENT
The prese%tatio% o& the report i% the +ay re2#ired has bee% $ade
possible by

the +ay o& co%trib#tio% o& )ario#s people- The co$pletio% o& this project

Report titled CUSTOER RELATIONS!I" ANAGEENT :bri%'s
to
e5press tha%*s to o%e ;all o& those +ho helped alo%' the +ay- I a$
)ery
tha%*&#l to <<<<( &ac#lty =$ar*eti%'( a%d $y colle'e
"roject '#ide &or '#idi%' $e to co%d#ct $y project report-
I +o#ld also li*e e5press $y 'ratit#de to <<<<( director
o& the colle'e &or 'i)i%' his s#pport a%d '#ida%ce thro#'ho#t this
project-
<<<
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CONTENTS
FUNCTIONS
INTRODUCTUION
INTRODUCTION OF CRM
NEED OF CRM
OBJECTIES
COMPANY PROFILE
METHODOLOGY
LIMITATIONS
LITERATURE
APPLICATIONS OF THE OBJECTIE
CONCLUSIONS
BIBLOGRAPHY

INTRODUCTION

INTRODUCTION OF CUSTOMER
RELATIONSHIP MANAGEMENT
Se)eral co$$ercial CR i%s#ra%ce pac*a'es are a)ailable +hich )ary
i% their approach to CR- !o+ e)er( as $e%tio%ed abo)e( CR is %ot
j#st a tech%olo'y( b#t rather a co$prehe%si)e c#sto$er>ce%tric approach
to a%
or'a%i?atio%@s philosophy i% deali%' +ith its c#sto$ers- This i%cl#des
policies a%d process( &ro%t>o&>ho#se c#sto$er ser)ice( e$ployee
trai%i%'( $ar*eti%' syste$s a%d i%&or$atio% $a%a'e$e%t- !e%ce it is
i$porta%t that a%y CR i$ple$e%tatio% co%sideratio%s stretch beyo%d
tech%olo'y( to+ards the broader or'a%i?atio%al re2#ire$e%ts-
The objecti)e o& a CR strate'y $ost co%sider a co$pa%y@s speci&ic
sit#atio% a%d its c#sto$ers %eeds a%d e5pectatio%s- I%&or$atio% 'ai%ed
thro#'h CR i%itiati)es ca% s#pport the de)elop$e%t o& $ar*eti%'
strate'y by de)elopi%' the or'a%i?atio%@s *%o+led'e i% areas s#ch as
ide%ti&yi%' c#sto$er se'$e%ts( i$pro)i%' c#sto$er rete%tio%(
i$pro)i%' prod#ct o&&eri%'s3by better #%dersta%di%' c#sto$er
%eeds4(a%d by ide%ti&yi%' the or'a%i?atio%@s $ost pro&itable c#sto$ers-

CR strate'ies ca% )ary i% si?e( co$ple5ity a%d scope- so$e
co$pa%ies co%sider a CR strate'y to o%ly &oc#s o% the $a%a'e$e%t o&
a tea$ o& sales people- !o+ e)er( other CR strate'y ca% co)er
c#sto$er i%teractio% across the e%tire or'a%i?atio% -$a%y co$$ercial
CR i%s#ra%ce pac*a'es that are a)ailable pro)ide &eat#res that ser)e
sales( $ar*eti%' e)e%t $a%a'e$e%t( a%d project $a%a'e$e%t a%d
&i%a%ce-
S#ccess&#l CUSTOER RELATIONS!I" ANAGEENT
re2#ires $ar*eti%'( sales a%d ser)ice a'ility o& a star co$pa%y to e%able
today@s b#si%ess to o#t pace their co$petitors i% the race &or c#sto$ers-
a%a'i%' the c#sto$er e5perie%ce( $ai%tai%i%' a $ore reliable
data base( i$pro)i%' ser)ice operatio%s- &osteri%' c#sto$er loyalty(
e$braci%' the characteristics o& hi'h per&or$a%ce $ar*eti%' a%d other
related s#bjects-
a*i%' s#ch a pi)ot i% CR to create c#sto$er i%teractio%s that
prod#ce opti$al e5perie%ces a%d LONG TER relatio%ships $#st be
the top $issio%- Abo)e all( those e5perie%ces $#st be co%siste%t +ith a
co$pa%y@s bra%d pro$ise-

CRM DEFINITION !

CR de&i%es the process o& the co$pa%y are &#lly occ#pied +ith
ac2#iri%' c#sto$ers (selli%' the prod#ct to the c#sto$ers( a%d
$ai%tai%i%' a LONG TERM RELATIONSHIP to a c#sto$er-
CR is act#ally a tre$e%do#s step &or+ard i% creati%' a syste$
that ca% pro)ide a $ea%s &or retai%i%' i%di)id#al loyalty i% a +orld o&
%early se)e% billio% so#ls- CR helps i% order to #%dersta%d cha%'i%'
%at#re o& the c#sto$er beca#se c#sto$er are %ot +hat they #sed to be-

FINANCIAL SECTOR OERIEW "INDIA

The &i%a%cial i%stit#tio%s are playi%' a )ital role &or pro)idi%'
&i%a%cial assista%ce( these sho#ld be &#l&illi%' by the &i%a%cial
i%stit#tio%s- Ge%erally the &i%a%cial ser)ices( co%tai%s ba%*i%' ser)ices(
$#t#al &#%ds( chits( &i%a%cial i%stit#tio%s a%d i%s#ra%ce etc-
The people are attracted to+ards i%s#ra%ce beca#se o& their
attracti)e be%e&its a%d +hich pro)ide $a5i$#$ sec#rity to the people
a%d their &a$ilies or their assets that helps &ace the #%certai%ties beca#se
:+here there is a #%certai%ties there is ris*A- /#e to these reaso%s
$a5i$#$ %#$ber o& perso%s are di)erti%' or pre&erri%' or attracti%'
to+ards i%s#ra%ce sector- By obser)i%' this reaso% $ost o& the
or'a%i?atio%s are e%teri%' i%to the i%s#ra%ce sector- It is %ot possible &or
e)ery or'a%i?atio% to r#le the $ar*et or to beco$e $ar*et leader -To
co$pete +ith the co$petitors or to be stable i% the $ar*et or to beco$e
a $ar*et leader +e ha)e to co%ce%trate o% co%s#$er (beca#se
co%s#$er ,c#sto$er is the #lti$ate perso% +ho 'ets the be%e&its
pro)ided by the or'a%i?atio%- For that( those or'a%i?atio%s +ho prepare
the pla%s accordi%' to the $i%ds or attit#des o& the co%s#$er by
pro)idi%' attracti)e be%e&its +ill 'et $ore s#ccess-


WHAT IS INSURANCE !
I%s#ra%ce is a CONTRACT BETCEEN TCO "ARTIES
+here by o%e party called i%s#rer #%derta*es i% e5cha%'e &or a &i5ed
s#$ called pre$i#$s( to pay the other party called i%s#red a &i5ed
a$o#%t o& $o%ey % the happe%i%' o& a certai% e)e%t -
I%s#ra%ce is a protectio% a'ai%st &i%a%cial loss arisi%' o% the
happe%i%' o& a% #%e5pected e)e%t- I%s#ra%ce co$pa%ies collect
pre$i#$s to pro)ide &or this protectio%- A loss is paid o#t o& the
pre$i#$s collected &ro$ the i%s#ri%' p#blic a%d the i%s#ra%ce act as
tr#stees to the a$o#%t collected-
For e5a$ple i% a li&e policy by payi%' a pre$i#$ to the
i%s#rer( the &a$ily o& the i%s#red perso% recei)es a &i5ed co$pe%satio%
o% the death o& the i%s#red- Si$ilarly( i% a car i%s#ra%ce( i% the e)e%t o&
the car $eeti%' +ith a% accide%t( the i%s#red recei)es the co$pe%satio%
to the e5te%t o& da$a'e-

It is a syste$ by +hich the loses s#&&ered by a &e+ are spread
o)er $a%y e5posed to si$ilar ris*s-

WHY TO BUY LIFE INSURANCE !

To protect a%d s#pport yo#r be%e&iciaries ho$e a%d li)elihood-
To replace yo#r i%co$e a%d $i%i$i?e the debt load &or yo#r
heirs-
To pro)ide be%e&iciaries +ith i%co$e ta5 &ree proceeds-
To pro)ide heirs +ith be%e&its to pay the ta5 o% yo#r estate-
To help protect the )al#e o& yo#r estate-
Li&e i%s#ra%ce helps protect the &i%a%cial sec#rity o& yo#r
&a$ily i% the e)e%t o& yo#r o% ti$ely death- This is especially i$porta%t
+he% yo# are the pri$ary +a'e ear%er- The o+%er o& the policy pays the
i%s#rer pre$i#$s i% e5cha%'e &or a pro$ise to pay the be%e&iciaries a
death be%e&it #po% the death o& the i%s#red-

WHO PROIDES IT !
INSURANCE REGULATORY AND DEOLOPMENT
AUTHORITY
Re&or$s i% the i%s#ra%ce sector +ere i%itiated +ith the passa'e
o& the IR/A bill i% parlia$e%t i% /EC 6DDD- The IR/A si%ce
i%corporatio% as a stat#tory body i% A"RIL 7111 has &astidio#sly st#c*
to its sched#le o& &ra$i%' re'#latio%s a%d re'isteri%' the pri)ate sector
i%s#ra%ce co$pa%ies-
The other decisio%s ta*e% si$#lta%eo#sly to pro)ide the s#pporti%'
syste$s to the i%s#ra%ce sector a%d i% partic#lar the li&e i%s#ra%ce
co$pa%ies +ere the la#%ch o& the IR/A@S o%li%e ser)ice &or iss#e a%d
re%e+al o& lice%ses to a'e%ts-
Si%ce bei%' set #p a% i%depe%de%t stat#tory body the IR/A has
p#t i% a &ra$e +or* o& 'lobally co$patible re'#latio%s- I% the pri)ate
sector 67 li&e i%s#ra%ce a%d E 'e%eral i%s#ra%ce co$pa%ies ha)e bee%
re'istered-

By passi%' o& the IR/A bill( the i%s#ra%ce sector has bee%
ope%ed #p &or pri)ate co$pa%ies to carry o% i%s#ra%ce b#si%ess-
I%s#ra%ce co%tracts are based o% 'ood &aith i-e the details &#r%ished by
the proposer are accepted i% 'ood &aith a%d this +ill &or$ the basis o&
the co%tract-
WHAT ARE YOUR OPTIONS #
Esse%tially( i%s#ra%ce co$pa%ies o&&er t+o di&&ere%t types o& li&e
i%s#ra%ce policies .
"er$a%e%t
Ter$
PERMANENT POLICY !

"er$a%e%t i%s#ra%ce co)era'e s#ch as +hole li&e( #%i)ersal li&e
a%d )ariable li&e ha)e the pote%tial to pro)ide co)era'e to a speci&ied
$at#rity date-

TERM INSURANCE !
Co)era'e that lasts &or a speci&ic ti$e period a%d has t+o
co$po%e%ts-
6- "re$i#$ a%d
7- /eath be%e&it
OTHER FACTS ABOUT LIFE INSURANCE
THAT YOU NEED TO KNOW
Li&e i%s#ra%ce is a% esse%tial part o& &i%a%cial pla%%i%'-
I%co$e ta5>&ree death be%e&it proceeds payable to yo#r be%e&iciaries-
Needs a%d 'oals deter$i%e the a$o#%t to o+%-
!elps e%s#re that yo#r depe%de%ts are %ot b#rde%ed by debt-

The yo#%'er a%d healthier yo# are +he% yo# p#rchase li&e i%s#ra%ce(
the less it +ill be cost yo# to o+% a li&e i%s#ra%ce( the less +ill be
cost yo# to o+% a li&e i%s#ra%ce policy-
Li&e i%s#ra%ce %eeds sho#ld be re)al#ated +he% $ajor e)e%ts occ#r
i% li&e s#ch as $arria'e( the birth o& childre% or a b#si%ess start#p-
HISTORY OF INSURANCE SECTOR !
The b#si%ess o& li&e i%s#ra%ce i% I%dia i% its e5isti%' &ro$ started i%
I%dia i% the year 6868 +ith the establish$e%t o& the orie%tal li&e
i%s#ra%ce co$pa%y i% Calc#tta-

So$e o& the i$porta%t $ile sto%es i% the li&e i%s#ra%ce b#si%ess i% I%dia
are.
6D67 . The I%dia% i%s#ra%ce co$pa%ies Act e%acted as the &irst
stat#te to re'#late the li&e i%s#ra%ce-

6D78 . The I%dia% i%s#ra%ce co$pa%ies Act e%acted to e%able
the 'o)t- to collect statistical i%&or$atio% abo#t both li&e a%d
%o%>li&e i%s#ra%ce b#si%ess-
6DF8 . Earlier le'islatio% co%solidated a%d a$e%ded to by the
i%s#ra%ce act +ith the objecti)e o& protecti%' the i%terests o&
the i%s#ri%' p#blic-

6D0E . 7G0 I%dia% a%d &orei'% i%s#rers a%d pro)ide%t societies
ta*e% o)er by the ce%tral 'o)t- a%d %atio%ali?ed-

INSURANCE IN INDIA " A BRIEF REIEW
The i%s#ra%ce sector i% I%dia has co$e to a &#ll circle &ro$
bei%' a% ope% co$petiti)e $ar*et to %atio%ali?atio% a%d bac* to a
liberali?ed $ar*et a'ai%- Trac*i%' the de)elop$e%ts i% the I%dia%
i%s#ra%ce sector re)eals the FE1>de'ree t#r% +it%essed o)er a period o&
al$ost t+o ce%t#ries-

The i%s#ra%ce i%d#stry is totally depe%de%t o% the ability to
co%)ert ra+ data i% to i%telli'e%ce =i%telli'e%ce abo#t c#sto$ers(

$ar*eters( co$petitors( a%d b#si%ess e%)iro%$e%t- O)er the years data
processi%' tech%olo'y has pro'ressed phe%o$e%ally a%d tools li*e data
+are hosi%'( OLA" a%d data $i%i%'( +hich co%stit#te the cor%er sto%e
o& e&&ecti)e b#si%ess i%telli'e%ce e%)iro%$e%t( ha)e bee% +idely
accepted across i%d#stries- !o+ e)er( i%s#ra%ce co$pa%ies ha)e bee%
relati)ely slo+ i% adapti%' these tools( pri$arily beca#se o& lac* o&
co$petitio% d#e to protecti)e re'#latio%s- B#t %o+( they ca% %o lo%'er
a&&ord to be co$place$e%t as the i%ter%et( dere'#latio%( co%solidatio%(
a%d co%)er'e%ce o& i%s#ra%ce +ith other &i%a%cial ser)ices are &ast
cha%'i%' the basic str#ct#re o& the i%d#stry-
The i%s#ra%ce i%d#stry is 2#ite di)erse i% ter$s o& port&olio o&
prod#cts pro)ided by di&&- co$pa%ies- The prod#cts ca% be broadly
classi&ied i% to t+o prod#ct li%es- property a%d cas#ally 3";C4 a%d li&e
i%s#ra%ce -li&e i%s#ra%ce prod#ct li%e ca% be &#rther s#b>di)ided i%to
LIFE INSURANCE
!EALT! INSURANCE

THE LEADING INSURANCE COMPANIES IN INDIA
ARE

LIC OF INDIA
ICICI LIFE INSURANCE

ING YSYA LIFE INSURANCE

HDFC LIFE INSURANCE
MA$LIFE INSURANCE

LIFE INSURANCE CORPORATION OF INDIA
The parlia$e%t o& I%dia passed the Li&e i%s#ra%ce Corporatio%
Act o% the 6D
th
Septe$ber( 6D0E( +ith the objecti)e o& spreadi%' li&e
i%s#ra%ce $#ch $ore +idely a%d i% partic#lar to the r#ral areas +ith a

)ie+ to reach all i%s#rable perso%s i% the co#%try( pro)idi%' the$
ade2#ate &i%a%cial co)er at a reaso%able cost-
LIC had 0 ?o%al o&&ices( FF di)isio%al o&&ices a%d 767 bra%ch o&&ices(
apart &ro$ its corporate o&&ice i% the year 6D0E-si%ce li&e i%s#ra%ce
co%tracts are lo%' ter$ co%tracts a%d d#ri%' the c#rre%cy o& the policy it
re2#ires a )ariety o& ser)ices %eed +as &elt i% the later years to e5pa%d
the operatio%s a%d place a bra%ch o&&ice at each district head2#arter- Re>
or'a%i?atio% o& LIC too* place a%d lar'e %#$bers o& %e+ bra%ches +ere
ope%ed- As a res#lt o& re>or'a%i?atio% ser)ici%' &#%ctio%s +ere
tra%s&erred to the bra%ches( a%d bra%ches +ere $ade acco#%ti%' #%its- It
+or*ed +o%ders +ith the per&or$a%ce o& the corporatio%- It $ay see%
that &ro$ abo#t 711-11 crores o& Ne+ b#si%ess i% 6D0H the corporatio%
crossed 6111-11 crores $ar* o& %e+ b#si%ess- B#t +ith re>or'a%i?atio%
happe%i%' i% the early ei'hties( by 6D80>8E LIC had already crossed
H111-11 crore S#$ Ass#red o% %e+ policies-

Today LIC &#%ctio%s +ith 71G8 &#lly co$p#teri?ed bra%ch o&&ices( 611
di)isio%al o&&ices( H ?o%al o&&ices a%d the corporate o&&ice- LIC@s +ide
Area Net +or* co)ers 611 di)isio%al o&&ices a%d co%%ects all the
bra%ches thro#'h a $etro %et+or* -LIC has tied #p +ith so$e ba%*s a%d
ser)ice pro)iders to o&&er o%>li%e pre$i#$ collectio% &acility i% selected
cities-LIC@s ECSa%d AT pre$i#$ pay$e%t &acility is a% additio% to
c#sto$er co%)e%ie%ce- Apart &ro$ o%>li%e *ios*s a%d IVRS( i%&o
ce%ters ha)e bee% co$$iso%ed at #$bai( Ah$edabad( Ba%'alore(
Che%%ai( !yderabad( *ol*ata( Ne+ delhi( "#%e a%d $a%y other cities-
Cith a )isio% o& pro)idi%' easy access to its policyholders( LIC has
la#%ched its SATELLITE SA"ARI o&&ices- The satellite o&&ices are

s$aller( lea%er a%d closer to the c#sto$er- The di'itali?ed records o& the
satellite o&&ices +ill &acilitate a%y+here ser)ici%' a%d $a%y other
co%)e%tio%s i% the &#t#re-
LIC co%ti%#es to be the do$i%a%t li&e i%s#rer e)e% i% the
liberali?ed sce%ario o& I%dia i%s#ra%ce a%d is $o)i%' &ast a %e+ 'ro+th
trajectory s#rpassi%' its o+% past records- LIC has iss#ed o)er o%e crore
policies d#ri%' the c#rre%t year- It has crossed the $ile sto%e o& iss#i%'
6(16(F7(D00 %e+ policies by 60
th
oct( 7110( posti%' a healthy 'ro+th rate
o& 6E-EH9 o)er the correspo%di%' period o& the pre)io#s year-
Fro$ the% to %o+( LIC has crossed $a%y $ilesto%e a%d has set
#%precede%ted per&or$a%ce records i% )ario#s aspects o& li&e i%s#ra%ce
b#si%ess- The sa$e $oti)es +hich i%spired o#r &ore&athers to bri%'
i%s#ra%ce i%to e5iste%ce i% this co#%try i%spire #s at LIC to ta*e this
$essa'e o& protectio% to li'ht the la$ps o& sec#rity i% as $a%y ho$es as
possible a%d to help the people i% pro)idi%' sec#rity to their &a$ilies-

ICICI PRUDENTIAL LIFE INSURANCE COMPANY
I%dia@s N#$ber O%e pri)ate li&e i%s#rer( ICICI pr#de%tial Li&e
i%s#ra%ce co$pa%y is a joi%t )e%t#re bet+ee% ICICI Ba%*>o%e o& i%dia@s
&ore$ost &i%a%cial ser)ices co$pa%ies>a%d pr#de%tial plc> a leadi%'
i%ter%atio%al &i%a%cial ser)ices 'ro#p head2#artered i% the U%ited
*i%'do$- Total capital i%&#sio% sta%ds at Rs-68-60 billio%( +ith ICICI
Ba%* holdi%' a sta*e o& HG9 a%d pr#de%tial plc holdi%' 7E9-
ICICI Ba%*3NYSE.IBN4 is I%dia@s seco%d lar'est ba%* a%d
lar'est pri)ate sector ba%* +ith assets o& Rs- 7D08 billio% as o%
/ece$ber F6(711E- ICICI ba%* pro)ides a broad spectr#$ o& &i%a%cial
ser)ices to i%di)id#als a%d co$pa%ies- This i%cl#des $ort'a'es( car a%d
perso%al loa%s( credit a%d debit cards( corporate a%d a'ric#lt#re &i%a%ce-
The Ba%* ser)ices a 'ro+i%' c#sto$er base thro#'h a $#lti>cha%%el
access %et+or* +hich i%cl#des o)er ED0 bra%ches a%d e5te%sio%
co#%ters( F106 AT@S call ce%ters a%d i%ter%et ba%*i%'-
Established i% Lo%do% i% 68G8( pr%&ent'() p)c thro#'h its
b#si%ess i% the UI a%d E#rope- US a%d Asia( pro)ides retail &i%a%cial
ser)ices prod#cts a%d ser)ices to $ore tha% 76 $illio% c#sto$ers( policy
holder a%d #%it holders +orld +ide- Today( pr#de%tial has $illio%s o&
c#sto$ers +orld +ide a%d o)er 7F8 billio% 3as o& F1 J#%e 711E4 o& &#%ds
#%der $a%a'e$e%t- I% Asia (pr#de%tial is the leadi%' E#ropea% li&e
i%s#ra%ce co$pa%y +ith a )ast %et+or* o& li&e a%d &#%d $a%a'e$e%t
operatio%s i% thirtee% co#%tries> Chi%a !o%' *o%'( I%dia( I%do%esia(
Japa%( *orea( $alaysia( the "hilippi%es(
Si%'apore( Tai+a%( Thaila%d( Viet%a$ a%d #%ited Arab E$irates-


ICICI pr#de%tial be'a% its operatio%s i% /ece$ber 7111 a&ter
recei)i%' appro)al &ro$ i%s#ra%ce Re'#latory /e)elop$e%t o&
A#thority3IR/A4- Today( the %atio%>+ide tea$ co$prises( abo#t 011
o&&ices( o)er 711(111ad)isorsK a%d 77 ba%c>ass#ra%ce part%ers-
ICICI pr#de%tial +as the &irst li&e i%s#rer i% I%dia to recei)e a
Natio%al i%s#rer Fi%a%cial Stre%'th rati%' o& AAA 3i%d4 &ro$ Fitch
rati%'s- For three years i% a ro+( ICICI pr#de%tial has bee% )oted as
I%dia@s $ost tr#sted pri)ate li&e i%s#rer( by the eco%o$ic to$es =AC
Nielse% ORG ar' s#r)ey o& Lost Tr#sted Bra%ds@- As +e 'ro+ o#r
distrib#tio%( prod#ct ra%'e a%d c#sto$er base( +e co%ti%#e to tirelessly
#pload o#r co$$it$e%t to deli)er +orld>class &i%a%cial sol#tio%s to
c#sto$ers all o)er I%dia-
The ICICI pr#de%tial ed'e co$es &ro$ the co$$it$e%t to
c#sto$ers( i% all that is do%e>be it prod#ct de)elop$e%t( distrib#tio%( the
sales process or ser)ici%'-
The prod#cts ha)e bee% de)eloped a&ter a clear a%d thoro#'h
#%dersta%di%' o& c#sto$ers( %eeds- It is this research that helps i%
de)elopi%' Ed#catio% pla%s that o&&er the ideal +ay to tr#ly
'#ara%tee &or Child@s ed#catio%( Retire$e%t sol#tio%s that are a
hed'e a'ai%st i%&latio% a%d yet pro$ise the c#sto$ers +ith the
&#%ds that $i'ht %eed to reco)er &ro$ a dreaded disease-



!a)i%' the ri'ht prod#cts is the &irst step( b#t e2#ally i$porta%ce
to e%s#re that the c#sto$ers ca% access the$ easily a%d 2#ic*ly-
To this e%d( ICICI pr#de%tial has a% ad)isor base across the(
le%'th a%d breadth o& the co#%try( a%d also part%ers +ith leadi%'
ba%*s( corporate a'e%ts a%d bro*ers to distrib#te their prod#cts-
Rob#st ris* $a%a'e$e%t a%d #%der+riti%' practices &ro$ the core
o& the b#si%ess- Cith clear '#ideli%es i% place( they e%s#re
e2#itable costi%' o& ris*s a%d thereby e%s#re a s$ooth a%d hassle>
&ree clai$s process-
E%tr#sted +ith helpi%' c#sto$ers $eet their lo%'>ter$ 'oals( they
adopt a% i%)est$e%t philosophy that ai$s to achie)e ris* adj#sted
ret#r%s o)er the lo%'>ter$-
Last b#t de&i%itely %ot the least( the 60(111 pl#s stro%' tea$ is
'i)e% the opport#%ity to lear% a%d 'ro+( e)ery day i% a $#ltit#de
o& +ays- It is belie)ed that *eeps the$ e%'a'ed a%d e%th#siastic(
so that they ca% deli)er o% the pro$ise to co)er c#sto$er( at e)ery
step i% li&e-

MA$ NEW YORK LIFE INSURANCE COMPANY
a5 Ne+ Yor* li&e i%s#ra%ce co$pa%y Ltd- Is a joi%t )e%t#re bet+ee%
Ne+ Yor* Li&e( a &ort#%e 611 co$pa%y a%d a5 I%dia li$ited( o%e o&
i%dia@s leadi%' $#lti>b#si%ess corporatio%s- The co$pa%y has positio%ed
itsel& o% the 2#ality plat &or$- I% li%e +ith its )isio% to be the $ost
ad$ired li&e i%s#ra%ce co$pa%y i% I%dia( it has de)eloped a stro%'
corporate 'o)er%a%ce $odel based o% the core )al#es o& e5celle%ce(
ho%esty( *%o+led'e( cari%'( i%te'rity a%d tea$ +or*- The strate'y is to
establish itsel& as a tr#sted li&e i%s#ra%ce specialist thro#'h a 2#ality
approach to b#si%ess-

I% li%e +ith its )al#es o& &i%a%cial respo%sibility( a5 Ne+ Yor* Li&e
i%s#ra%ce has adopted pr#de%t &i%a%cial practices to e%s#re sa&ety o&
policy holders &#%ds- The co$pa%y@s paid #p capital is Rs-E0H crore(
+hich is $ore tha% the %or$ laid do+% by IR/A-
a5 Ne+ Yor* li&e has ide%ti&ied i%di)id#al a'e%ts as its pri$ary
cha%%el o& distrib#tio%- The co$pa%y places a lot o& e$phasis o% its
selectio% process( +hich co$prises &o#r sta'es> scree%i%'( psycho$etric
test( career se$i%ar a%d &i%al i%ter)ie+- The a'e%t ad)isors are trai%ed
i%>ho#se to e%s#re opti$al co%trol o% 2#ality o& trai%i%'-


a5 Ne+ Yor* Li&e i%)ests si'%i&ica%tly i% its trai%i%' pro'ra$ a%d
each a'e%t is trai%ed &or 607 ho#rs as opposed to the $a%datory 611
ho#rs stip#lated by the IR/A be&ore be'i%%i%' to sell i% the $ar*et
place- Trai%i%' is a co%ti%#o#s process &or a'e%ts at a5 %e+ Yor* li&e
i%s#ra%ce
de)elop$e%t o& s*ills a%d *%o+led'e thro#'h a str#ct#red pro'ra$
spread o)er 011 ho#rs i% t+o years-
This &oc#s o% co%ti%#o#s 2#ality trai%i%' has res#lted i% the
co$pa%y ha)i%' a$o%'st the hi'hest a'e%t pass rate i% IR/A
e5a$i%atio%s a%d the a'e%ts ha)e the hi'hest prod#cti)ity a$o%' pri)ate
li&e i%s#rers-
!a)i%' set a best i% class a'e%cy distrib#tio% $odel i% place( the
co$pa%y is spearheadi%' a $ajor thr#st i%to additio%al distrib#tio%
cha%%els to &#rther 'ro+ its b#si%ess- The co$pa%y is #si%' a &i)e>
pro%'ed strate'y to p#rs#e alter%ati)e cha%%els o& distrib#tio%- These
i%cl#de the &ra%chisee $odel( r#ral b#si%ess( direct sales &orce i%)ol)i%'

'ro#p i%s#ra%ce a%d tele$ar*eti%' opport#%ities ba%* ass#ra%ce a%d
corporate allia%ces-

a5 Ne+ Yor* Li&e i%s#ra%ce o&&ers a s#ite o& &le5ible prod#cts-
It %o+ has 7E li&e i%s#ra%ce prod#cts a%d 8 riders that ca% be c#sto$i?ed
to o)er G11 co$bi%atio%s e%abli%' c#sto$ers to choose the policy that
&its their %eed-
HDFC STANDARD LIFE INSURANCE
!/FC Sta%dard Li&e i%s#ra%ce Co$pa%y Ltd- Is o%e o& i%dia@s
leadi%' pri)ate li&e i%s#ra%ce co$pa%ies( +hich o&&ers a ra%'e o&
i%di)id#al a%d 'ro#p i%s#ra%ce sol#tio%s- It is a joi%t )e%t#re bet+ee%
!o#si%' /e)elop$e%t Fi%a%ce Corporatio% Li$ited 3!/FC Ltd-4
i%dia@s leadi%' pro)iders o& &i%a%cial ser)ices i% the #%ited *i%'do$-
Both the pro$oters are +ell *%o+% &or their ethical deali%'s a%d
&i%a%cial stre%'th a%d are th#s co$$itted to bei%' a lo%'>ter$ player i%
the li&e i%s#ra%ce i%d#stry =all i$porta%t &actors to co%sider +he%
choosi%' yo#r i%s#rer-
!/FC is i%dia@s leadi%' ho#si%' &i%a%ce i%stit#tio% a%d has
helped b#ild $ore tha% 7F( 11(111 ho#ses si%ce its i%corporatio% i%
6DHH-I% the &i%a%cial year 711F>1G its assets #%der $a%a'e$e%t crossed
Rs-FE(111cr-As $arch F6( 711G o#tsta%di%' deposits stood at Rs- H(G81

crores- The depositor base %o+ sta%ds at aro#%d 6 $illio% depositors-
Rated LAAA@ by CRSIL a%d ICRA &or the 61
th
co%sec#ti)e year-
The Sta%dard Li&e 'ro#p has bee% loo*i%' a&ter the &i%a%cial
%eeds o& c#sto$ers &or o)er 681 years- It c#rre%tly has a c#sto$er base
o& aro#%d H $illio% people +ho rely o% the co$pa%y &or their i%s#ra%ce(
pe%sio%( i%)est$e%t( ba%*i%' a%d health>care %eeds- Its i%)est$e%t
$a%a'er c#rre%tly ad$i%isters 670 billio% assets- It is a leadi%' pe%sio%
pro)ider i% UI( a%d is rated by sta%dard ; poor@s as Lstro%'@ +ith a
rati%' o& AM a%d as L'ood@ +ith a rati%' o& A6 by $oody@s Sta%dard Li&e
+as a+arded the Best pe%sio%
pro)ider@ i% 711G( 7110 a%d 711E at the $o%ey $ar*eti%' A+ards( a%d
it +as )oted a 0 star li&e a%d pe%sio%s pro)iders at the Fi%a%cial Ad)isor
ser)ice A+ards &or the last 61 years r#%%i%'- The L0@star accolade has
also bee% a+arded to sta%dard Li&e i%)est$e%ts &or the last 61 years( a%d
to sta%dard Li&e ba%* si%ce its i%ceptio% i% 6DD8-sta%dard Li&e ba%* +as
a+arded the Lbest &le5ible $ort'a'e le%der Lat the $ort'a'e $a'a?i%e
A+ards I% 711E-


OBJECTIES
OBJECTIES
To 2#ic*ly ide%ti&y( co%tact( attract a%d ac2#ire %e+ c#sto$ers-
To obtai% a better #%dersta%di%' o& the c#sto$ers( a%d their +a%ts
a%d %eeds-

To de&i%e appropriate prod#ct a%d ser)ice o&&eri%' a%d $atch it to
the c#sto$ers #%i2#e %eeds-
To ide%ti&y cross selli%' a%d #p>selli%' opport#%ities -
To i%crease rete%tio% o& e5isti%' c#sto$ers thro#'h i$pro)ed
a&ter sales( ser)ice( ; s#pport-

NEED OF CRM
NEED OF CRM
Co$pa%ies ha)e to i%creasi%'ly p#rs#e a c#sto$er ce%tric
co$petiti)e strate'y rather tha% a prod#ct ce%tric o%e-

C#sto$ers de$a%d co%sta%t access( i$$ediate respo%se ; a
perso%ali?ed to#ch-
Foc#s is shi&ti%' &ro$ s#pply chai% to de$a%d chai%
e&&ecti)e%ess-
Better #%dersta%di%' ; i%telli'e%t $a%a'e$e%t o& c#sto$er
relatio% ship is esse%tial &or s#r)i)al-

RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY

The $ethodolo'y &ollo+ed &or the &#l&ill$e%t o& the abo)e>$e%tio%ed
'oals is as &ollo+s.
SOURCE OF DATA
There are basically t+o so#rces o& data . A4 "ri$ary data-
B4 Seco%dary data-
PRIMARY DATA ! It is %ot recorded data- It is collected perso%ally
i%ter)ie+i%' the respo%de%ts thro#'h e5perie%ce( obser)atio% a%d
s#r)ey $ethods- It is collected specially &or a partic#lar p#rpose +ith
certai% objecti)es i% $i%d-
SECONDARY DATA ! It is already collected a%d recorded data by
so$e other perso% &or so$e p#rpose a%d is a)ailable &or prese%t st#dy-
E5a$ple. i%ter%et( te5tboo*s( or'a%i?atio%s a%%#al report etc-
SAMPLE SUREY
At the period o& research +or*( it is %ecessary to collect a certai%
data &ro$ the people b#t it is %ot possible to s#r)ey each e)ery perso%
+ho ca% 'i)e i%&or$atio% o% the iss#e-
SAMPLE CHARACTERISTICS !
*(+p)e *',e! -.. clie%ts-
N(t%re o/ *(+p)e ! !i'hly represe%tati)es o& the
pop#latio%-

TOOLS OF DATA COLLECTION

The tools o& data collectio% #sed i% the project are
2#estio%%aires- There are basically t+o types o& 2#estio%%aires-
Open0en&e& ! !ere the respo%de%ts ca% a%s+er the 2#estio%s i% their o+%
+ay-
C)o*e0en&e& ! !ere the choices o& a%s+ers are 'i)e% a%d the respo%de%ts
ha)e to choose &ro$ the choices( the a%s+er closest to this-
TECHINI1UES OF INTERPRETATION AND ANALYSIS
"erce%ta'e $ethod has bee% #sed to a%alyse the e&&ect o& bra%ds o%
respo%de%ts-
Bar( pie dia'ra$s had bee% #sed &or better prese%tatio% a%d better
#%dersta%di%' data-
The i%&or$atio% collected is calc#lated i% the &or$s o& perce%ta'e
to $a*e i%terpretatio% easy-


LIMITATIONS

LIMITATIONS OF STUDY
The i%&or$atio% collected a%d opi%io%s are o& c#sto$ers as to
+hat they &eel- Th#s the acc#racy a%d i%&or$atio% colleted
depe%ds #po% the perceptio% o& each respo%de%t a%d
circ#$sta%ces i%)ol)ed-
The st#dy has bee% co%d#cted by i%cl#di%' 611 c#sto$ers-
Tho#'h the sa$ple is hi'hly represe%tati)e o& the pop#latio%( it
does %ot co)er the e%tire $ar*et o& c#sto$ers ha)i%' i%s#ra%ce
policies-
A%alysis co#ld %ot dra+ &or the e%tire 2#estio%%aire( o%ly
speci&ic 2#estio%s ha)e bee% a%aly?ed a%d i%terpreted-
/#e to ti$e co%strai%t $ore i%&or$atio% ca% %ot be collected-

LITERATURE
THE NEED FOR MARKETING
A pop#lar %otio% i% $a%y or'a%i?atio% re$ai%s that $ar*eti%' is a
&#%ctio% o& the sales depart$e%t o%ly a%d they are solely respo%sible &or
it- Nothi%' co#ld be &#rther &ro$ the tr#th-
ar*eti%' is $ore tha% ad)ertisi%'( sales a%d pro$otio%- No
do#bt the sales depart$e%t directly i%teracts +ith c#sto$ers i% the $ar*et
place( still they are o%ly &ro%t>e%di%' the or'a%i?atio%-
Basically( +hate)er a% or'a%i?atio% does( +ith its e%d 'oals o&
c#sto$er deli'ht( e%ha%ce$e%t i% share )al#e a%d ROI( is $ar*eti%'- A%
e%d>to>e%d( c#sto$er>ce%tric approach re2#ires all se'$e%ts o& the
or'a%i?atio% =)i? prod#ctio%( &i%a%ce( !R/ a%d ad$i%istratio% =to ali'%
the$ a%d e)ol)e a c#sto$er>dri)e% approach a%d #%dersta%d the $ea%i%'
o& $ar*eti%'-
They $#st beco$e a% i%te'ral part o& the $ar*eti%' tea$ a%d
assist i% the co$pa%y@s $ar*eti%' e&&orts- E$ployees o& s#ccess&#l
Or'a%i?atio%s( +hile carryi%' o#t their day>to>day roles( ca%%ot isolate
the$sel)es &ro$ the 'a$#t o& $ar*eti%'- The e%tire or'a%i?atio% $#st
orchestrate itsel& i% a cohesi)e $a%%er( *eepi%' the $ar*eti%' at the
&ore&ro%t-
I% a s#ccess&#l p#blishi%' or'a%i?atio%( +he% the prod#ctio%>i%>
char'e +or*s thro#'h the %i'ht to pri%t a %e+s paper a%d $eet his
sched#les( he is deeply i%)ol)ed i% $ar*eti%'- !ere his pri$ary co%cer% is

co$$it$e%t to his reader &or the prod#ct@s ti$ely deli)ery- Editors +ho
b#r% the $id%i'ht
oil to $a5i$i?e )al#e are *eepi%' the $ar*eti%' &#%ctio% i% &oc#s a%d
stri)i%' &or c#sto$er deli'ht-

I% today@s 'lobally co$petiti)e e%)iro%$e%t i%)ol)e$e%t i% $ar*eti%'
cohesi)e%ess is %ecessary &or e)ery se'$e%t o& the or'a%i?atio% a%d best
practices ca% e)ol)e o%ly by #%dersta%di%' the tr#e $ea%i%' o&
$ar*eti%'-
MARKETING !
ar*eti%' is i%deed a% a%cie%t art- It has bee% practiced i% o%e
+ay or the other si%ce the days o& Ada$ a%d e)e- Its e$er'e%cy as a
$a%a'e$e%t discipli%e( ho+ e)er( is o& relati)ely rece%t ori'i%- A%d +ith
i% this relati)ely short period( it has 'ai%ed a 'reat deal o& i$porta%ce a%d
stat#re( i% &act today $ost $a%a'e$e%t thi%*ers a%d practitio%ers the
+orld o)er( re'ardi%' $ar*eti%' as the $ost i$porta%t o& all $a%a'e$e%t
&#%ctio% i% a%y b#si%ess-

Marketing is a social and managerial process by which individuals and
groups obtain what they need and want through creating, offering and
exchanging products of value with others.
Marketing consists of all activities which a company adopts itself to its
environment-creativity and profitability.-philip kotler


THE MARKETING CONCEPT !
The $ar*eti%' co%cept +as bor% o#t o& the a+are%ess that
$ar*eti%' starts +ith the deter$i%atio% o& the co%s#$er +a%ts a%d e%ds
+ith the satis&actio% o& those +a%ts the co%cept p#ts the co%s#$er both
at the e%d o& the b#si%ess cycle- A b#si%ess ca% %ot s#cceed by
s#pplyi%' prod#cts a%d ser)ices at are %ot properly desi'%ed to ser)e the
%eeds o& the c#sto$ers- it proclai$s.
MARKETING RESEARCH !
ar*eti%' research is a dy%a$ic s#bject it has a +ide co)era'e
i%cl#di%' $ar*eti%' st#dies relati%' to $ar*et prod#ct policies $ea% a%d
$ethods etc- ar*eti%' research be'i%s e)e% +he% prod#ctio% is i%
pla%%i%' sta'e( it is also co%ti%#es thro#'h o#t o& the li&e ti$e o& a%
e%terprise- It is th#s a co%ti%#o#s operati%' altho#'h here $ay be so$e
ad>hoc projects ta*e% #p &or sol)i%' speci&ic proble$s o& e%terprise-
:T2e ent're 3%*'ne** 2(* to 3e *een /ro+ t2e po'nt o/ 4'e5 o/ t2e c%*to+er67

ar*eti%' research is the collectio% a%d i%terpretatio% o& &acts
that help $ar*eti%' $a%a'e$e%t to 'et prod#ctio% $i5 e&&icie%tly to the
ha%ds o& the co%s#$ers-
ar*eti%' research e%co$passes all i%&or$atio% perti%e%t to
this tas*- It is the syste$atic objecti)e a%d e5ha#sti)e search &or a%d
st#dy o& &acts rele)a%t to a%y proble$ i% the &ield o& $ar*eti%'-

N
IMPORTANCE OF MARKETING RESEARCH !
ar*eti%' research per&or$ t+o &#%ctio%s- It pro)ides
i%&or$atio% &or decisio% $a*i%' a%d it de)elops %e+ *%o+led'e
3creati)e thi%*i%'-4
The i%&or$atio% 'athered by the $ar*eti%' red#ces the ris*s
i%)ol)ed i% decisio% $a*i%' -it is )ery i% de)elopi%' strate'ies-
It i%&l#e%ces decisio% o% the prici%' o& the prod#ct a%d scale o&
ad)ertisi%' etc-
The i%&or$atio% collected directly e&&ects the pla%%i%' o& the
prod#ct-
8M(r9et'n: re*e(rc2 '* t2e *;*te+(t'c pro3)e+ (n();*'* +o&e) 3%')&'n: /or
t2e p%rpo*e o/ '+pro4e& +o&e) 3%')&'n: (n& /or '+pro4e& &ec'*'on +(9'n:
(n& contro) 'n +(r9et'n: o/ :oo&* (n& *er4'ce*76
M(r9et'n: re*e(rc2 *er4e* t5o +(jor /%nct'on*< 't pro4'&e* 'n/or+(t'on /or
&ec'*'on0+(9'n: (n& 't 'nte))':ence ne5 9no5)e&:e70 P2')'p 9ot)er

ar*eti%' research is 'reatly #sed +ith other bra%ds to *%o+ a%d
$ai%tai% the pop#larity o& their prod#cts a$o%' co%s#$ers-
COMPANY PROFILE

ING YSYA LIFE INSURANCE
ING YSYA LIFE INSURANCE co$pa%y li$ited 3the co$pa%y
e%tered the pri)ate li&e i%s#ra%ce i%d#stry i% I%dia i% SE"TEBER
7116(a%d i% a spa% o& 0 years has established itsel& as a disti%cti)e li&e
i%s#ra%ce bra%d +ith a% i%%o)ati)e( attracti)e a%d c#sto$er &rie%dly
prod#ct port&olio a%d a pro&essio%al ad)isor sales &orce-
It has dedicated a%d co$$itted ad)isor sales &orce o& o)er 76(111
people( +or*i%' &ro$ 6G1 braches located i% HG $ajor cities across the
co#%try a%d o)er F(111 e$ployees- It also distrib#tes prod#cts i% close
cooperatio% +ith the ING YSYA BANK %et+or*- The co$pa%y has a
c#sto$er base o& o)er G(01(111 ;is head2#artered at Ba%'alore -I% 7110
ING Vysya Li&e ear%ed a total i%co$e i% e5cess o& Rs- G11crore a%d also
has a share capital o& Rs-GG1 crore-

ING Vysya 3a 'ro#p ter$i%olo'y4 has F b#si%ess i% I%dia( ING
Vysya li&e i%s#ra%ce( ING Vysya Ba%*( a%d ING Vysya #t#al &#%d
-ING Vysya Ba%* is a pre$ier pri)ate sector ba%* +ith a H1>year
herita'e a%d 6-0 $illio% satis&ied c#sto$ers- ING Vysya #t#al F#%d is
a $id si?ed asset $a%a'e$e%t co$pa%y +ith a retail i%)estor &oc#s-

ING is a 'lobal &i%a%cial i%stit#tio% o& /#tch ori'i%- It has 601 years
o& e5perie%ce( a%d pro)ides a +ide array o& ba%*i%'( i%s#ra%ce a%d asset
$a%a'e$e%t ser)ices i% o)er 01 co#%tries a%d is tr#sted by o)er E1
$illio% c#sto$ers- Its 6(6F(111 e$ployees +or* daily to satis&y a broad
c#sto$er base>i%di)id#als( &a$ilies( s$all b#si%ess( lar'e corporatio%s(
i%stit#tio%s a%d 'o)er%$e%ts- The ING Gro#p has 'o%e &ro$ stre%'th
year a&ter year a%d is the +orld@s lar'est &i%a%cial i%stit#tio% +ith o)er
US O8-0 billio% i% 7110P-

Other parter%ers i% joi%t )e%t#re are E5ide i%d#stries( GUJARAT
ABUJA CEENTS LIITE/ AN/ ENA GROU"-

PRODUCTS OF ING YSYA LIFE INSURANCE
=T(> 3ene/'t 52'c2 co4er* *ec ?. C< -.@-. DA
=Enjo; p(;+ent +o&e*! Ye(r);< H()/ ;e(r);< 1%(rter);< Mont2);
=p(;+ent* (ccepte& e't2er 3; c(*2< c2eB%e< EC*< (n& Cre&'t c(r&
!Ne5 F%)/'))'n: L'/e !
364 This is the do#ble s#$ ass#red pla%-
374 A)ailable loa% #p to 8193I%terest is lo+4-
3F4 U%der Sec-81C 61/ Ta5 Be%e&it-
3G4 I%s#ra%ce +ill co)er #p to 80 years-
304 Ce ha)e ter$i%al bo%#s-

3E4 i%i$#$ pre$i#$ is Rs-8111,>-
!Cre(t'n: L'/e C2')& Protect'on En&o5+ent P)(n
@CERA !
364 It is a child protectio% pla% +hich 'i)es sa)i%'s a%d it
also &#l&ils the object o& the pare%ts- 3E-'- !i'her
ed#catio%( $arria'e4
374 This pla% +ill be 'i)e% to those people( +ho ha)e
pote%tially +ith i%co$e proo&-
3F4 Cai)er o& pre$i#$ a)ailable- i-e 6 s#$ ass#red +ill
be 'i)e% to the child as a &i%a%cial s#pport a%d &#t#re
pre$i#$s are +ai)ed o&& 3co$pa%y +ill pay the
pre$i#$s4-
3G4 O% $at#rity yo# +ill 'et app5- Triple s#$ ass#red-
304 Raiders a)ailable-
3E4 i%i$#$ pre$i#$ is Rs- 8111,>-
! Cre(t'n: L'/e C2')& Protect'on Mone; B(c9 P)(n !
364 payo#ts are 'i)e% to the c#sto$ers depe%di%' o% ter$ e)ery F
rd
year(G
th
(0
th
year 719 &ro$ the s#$ ass#red-
374 I% case o& a%y #%&ort#%ate death( o%e s#$ ass#red +ill be 'i)e% to
the %o$i%ee a%d also &#t#re pre$i#$s are +ai)ed o&& a%d the pla%
co%ti%#es *eepi%' the &#t#re o& yo#r child@s (o% $at#rity the
bala%ce pay$e%t is do%e alo%' +ith bo%#s i%creased d#ri%' the
policy ter$-
.Cre(t'n: St(r !

364 It is '#ara%teed ed#catio%al pla%-
374 "ay o#t be%e&its are 'i)e% to the child &ro$
68
th
year > 719 &ro$ the &#%d )al#e-
6D
th
year > F19 &ro$ the &#%d )al#e-
71
th
year > 019 &ro$ the &#%d )al#e-
76
st
year > at#rity be%e&it M&#%d )al#e-
3F4 i%i$#$ pre$i#$ is Rs- 67(111,>
!Re(**%r'n: L'/e En&o5+ent P)(n W't2 Re4er*'on(r; Bon%* !
364 O% $at#rity . s#$ Ass#red M Bo%#s +ill be 'i)e%-
374 Loa% Facility . Up to D19-
3F4 No% $edical optio% is a)ailable -
3G4 i%i$#$ is Rs-8111,>- I% policy ter$ i& death occ#rs .
304 S#$ Ass#red M bo%#s +ill be 'i)e% to the %o$i%ee-
!ConB%er'n: L'/e Cr't'c() I))ne** P)(n @TCIA !
i%i$#$ a'e e%try is 68 years-
a5i$#$ a'e e%try is 01 years -
at#rity a'e is E0 years-
i%i$#$ pre$i#$ is Rs- 7(011,>

I% policy ter$ i& death occ#rs.
S#$ Ass#red M 3Less CI pay o#t( i& a%y4-
O% $at#rity . S#$ Ass#red M Bo%#s +ill be 'i)e%-
S#r)i)al. 019 S#$ Ass#red li$ited to 71 La*hs paid o% dia'%osis
o& a%y o& the 61 CIS-
!Po5er'n: L'/e L'+'te& En&o5+ent P)(n@ELRA .
I% policy ter$ i& death occ#rs.
S#$ Ass#red M Bo%#s +ill be 'i)e% to the %o$i%ee-
O% $at#rity . S#$ ass#red MBo%#s +ill be 'i)e%-
Loa% Facility . #p to D19-
Si$ple Re)ersio%ary Bo%#s-
No% $edical optio% is a)ailable-
i%i$#$ pre$i#$ is Rs-7G(111,> -
!REWARDING LIFE WHOLE OF LIFE PLAN @WLLA !
O% $at#rity . S#$ Ass#red M Bo%#s +ill be 'i)e%-
Loa% Facility . Up to D19-
Co$po#%d Re)ersio%ary Bo%#s-
No% $edical optio% is a)ailable-
i%i$#$ pre$i#$ is Rs-E111,>-
Ris* co)era'e #p to 80 years-
I% policy ter$ i& death occ#rs .
S#$ Ass#red M Bo%#s +ill be 'i)e% to the %o$i%ee-

Ris* co)era'e #p to 80 years-
I% policy ter$ i& death occ#rs .
S#$ Ass#red M Bo%#s +ill be 'i)e% to the %o$i%ee-
!HIGH LIFE !
A% #%it li%*ed pla% +ith li$ited pre$i#$ pay$e%t period
F(0(61(60(71(70-
"artial +ith dra+ #p to 709 &ro$ the &#%d )al#e-
Ta5 &ree +ith partial +ithdra+al &acility-
at#rity are also ta5 &ree-
A'e e%try 1>H1 years-
A best pla% +hich ca% be 'i&ted to child o%ce they t#r% to $ajor
ha)e a% optio% to +ithdra+ depe%di%' o% the &i%a%ce %ecessity
e)ery year-
ING LIFE PLUS
A 3sip4 pla% +ith s$all re'#lar i%)est o& 61111 rs p,a
A %o% $edical pla% a%d s#$ ass#red *eep e%ha%ce$e%t by 09
e)ery year-
Optio% &acility o& partial +ith dra+er -
at#rity be%e&its are as &or the $ar*et i%)est$e%t
E%try 61>G0 years-

FREEDOM PLANS
A pla% +hich o&&ers 'ood i%s#ra%ce co)er #p to H1 years-

A'e e%try 68>E0-
Ta5 &ree partial +ith dra+er
U ca% start #p +ith $i%i$#$ pre$i#$ 60111,>
HIERACHIES OF ING YSYA LIFE INSURANCE
MANAGEMENT TEAM
Board of Directors (as on January 18 !""8#

MR7 RAJAN RAHEJA ! C!AIRAN OF T!E BOAR/
MR7 KSHITIJ JAIN ! ANAGING /IRECTOR
MR7 N7N7 JOSHI ! DIRECTOR
MR7 SATISH RAHEJA ! DIRECTOR
MR7 RAJESH KAPADIA ! DIRECTOR
MR7 S7B7 GANGULY ! DIRECTOR
MR7 RON AN OIJEN ! DIRECTOR
SENIOR ANAGEENT TEA
KSHITIJ JAIN ! MANAGING DIRECTOR C CEO
AMIT GUPTA ! DIRECTOR " MARKETING
HEMAMALINI RAMAKRISHNAN ! APPOINTED ACTUARY
OFFICER

MARCO FREDRIKS ! FINANCIAL CONTROLLER
PRIYA GOPALAKRISHNAN ! DIRECTOR " HUMAN RESOURCES
RAHUL AGARWAL ! DIRECTOR 0 CUSTOMER
SERICES
RAISHANKAR SUBRAMANIAN ! DIRECTOR " INFORMATION

RENE AN DER POEL ! DIRECTOR " ALTERNATE
CHANNELS
T K UTHAPPA ! DIRECTOR " SALES< TIED
AGENCY
Y D PRASAD ! DIRECTOR " BUSINESS
DEELOPMENT

COMPETETORS OF ING YSYA LIFE INSURANCE
Li&e I%s#ra%ce Corporatio% O& I%dia 3LIC4-
ICICI-
!/FC-
a5 Li&e I%s#ra%ce-

APPLICATIONS OF OBJECTIES





6- To 2#ic*ly ide%ti&y( co%tact( attract a%d ac2#ire %e+ c#sto$ers-
C#sto$er relatio%ship is a% i%&or$atio% i%d#stry ter$
$ethodolo'ies that help a% e%terprise $a%a'e c#sto$er
relatio%ship i% a $a%a'ed +ay &or e5a$ple( A% ING VYSYA
$i'ht b#ild a database abo#t its c#sto$ers( that describes
relatio%ships i% s#&&icie%t detail- So that $a%a'e$e%t( sales people
ser)ice( people a%d the c#sto$er ca% directly access their
i%&or$atio%( $atch c#sto$er %eeds +ith prod#ct pla%s a%d
o&&eri%'s re$i%d c#sto$ers o& ser)ice re2#ire$e%ts a%d *%o+
+hat other prod#cts a c#sto$er had p#rchased- CR e%ables the
creatio% o& lo%' ter$( pro&itable relatio%ship +ith c#sto$ers
thro#'h i%creased c#sto$er i%ti$acy a%d i$pro)ed b#si%ess
process e&&ecti)e%ess-
CR li%*s bac*>o&&ice a%d &ro%t>o&&ice &#%ctio%s +ith all o& a
co$pa%y@s to#ch poi%ts 3&or e5a$ple call ce%ters( the corporate
+ebsite4 +ith the c#sto$er- CR ca% re&er either b#si%ess
strate'y or tools- It de&i%es the &ro%t>e%d tool desi'%ed to &acilitate
the capt#re( co%solidatio%( a%alysis( a%d e%terprise +ide
disse$i%atio% o& data &ro$ e5isti%' a%d pote%tial c#sto$ers- this
process occ#rs thro#'h o#t the $ar*eti%'( sales a%d ser)ices
sta'es o& the b#si%ess-
I% ING VYSYA( CR co)ers all c#sto$er to#ch poi%ts( li*e
&ace>to>&ace- I%ter%et3the corporate +ebsite4( or pho%e3call
ce%ters4- It s#pports e$ployee( a%d c#sto$er &aci%' roles a%d

all+s all i%di)id#als +heather e$ployee( b#si%ess part%ers or
c#sto$ers( to collaborate -
ING VYSYA &ollo+s the belo+ tech%i2#es .
/IRECT ARIETING. direct $ar*eti%' #ses $ail( telepho%e(
&a5( e>$ail( a%d i%ter%et to co$$#%icate directly +ith or solicit a
direct respo%se &ro$ speci&ic c#sto$ers a%d prospects- It has its
roots i% direct $ar*eti%' a%d $ail a%d catalo' $ar*eti%'- The
direct $ar*eti%' as a% i%teracti)e $ar*eti%' syste$ that #ses o%e
or $ore ti$e &ro$ a%y +here-
CALL CENTER TEC!NOLOGY .
A call ce%ter is a 'ro#p o& a'e%ts a%d )oice respo%si)e
3VRUS4 that assist c#sto$ers +ith s#pport( i%2#iry a%d
tra%sactio% &#%ctio%s- So$e type o& call ce%ter tech%olo'y +ith
VOI" 3)oice o)er i%ter%et protocol4- I%te'rated +ith i%telli'e%t
call ro#ti%' is a% absol#te $#st &or a% i%ter&ace +ith the li)e
c#sto$ers-

CR IN ING pro)ides a% i%te'rated )ie+ o& a co$pa%y@s
c#sto$er to e)ery o%e i% the or'a%i?atio% a%d th#s( e%s#res that e)ery
o%e i% the ING &oc#sed o% the c#sto$er-

CR pro)ides sea$less i%te'ratio% bet+ee% all applicatio%s a%d
&le5ible deploy$e%t o& sol#tio%s( $er'i%' &ro%t>o&&ice a%d bac*>o&&ice
i%to o%e o&&ice that &oc#ses o% i%creased c#sto$er satis&actio%-
7- To obtai% a better #%dersta%di%' o& the c#sto$ers( their %eeds a%d
+a%ts-

The co$pa%y &oc#ses their atte%tio% o% ho+ to achie)e a%d
the% s#stai% s#perior or'a%i?atio%al per&or$a%ce- The ING VYSYA
LIFE INSURANCE +a%ts to *%o+ the e5celle%t co$pa%io% &or +hat
the c#sto$ers +a%ts yo# to *%o+- Beca#se it helps those i% sales a%d
+ho s#per)ise the$( it ca% be do%e thro#'h the heart o& %e+
approach to selli%' is a% i%te%se &oc#s o% the prosperity o& yo#r
c#sto$er is thro#'h )al#e creatio% selli%' 3VCS4-
The ING VYSYA LIFE INSURANCE %otes that VCS is
s+eepi%'ly di&&ere%t &ro$ ho+ $ost co$pa%ies sell today i% these
&i)e +ays-
FIRST. ING as a seller a%d yo#r or'a%i?atio% de)ote lar'e a$o#%t
o& ti$e a%d e%er'y > $#ch $ore tha% yo# do today > to lear%i%' abo#t
yo#r c#sto$ersQ b#si%esses i% 'reat detail-
SECOND!
ING #se capabilities a%d tools that yo#Q)e %e)er #sed be&ore to
#%dersta%d ho+ yo#r c#sto$ers do b#si%ess a%d ho+ yo# ca% help
the$ i$pro)e that b#si%ess---

T!IR/.
ING 'oi%' to $a*e it yo#r b#si%ess to *%o+ %ot o%ly yo#r c#sto$ers
b#t also yo#r c#sto$ersQ c#sto$ers--
FOURT!
ING ha)e to reco'%i?e that the e5ec#tio% o& this %e+ approach +ill
re2#ire $#ch lo%'er cycle ti$es to prod#ce a% order a%d 'e%erate
re)e%#e-
FINALLY. Top $a%a'e$e%t i% yo#r co$pa%y +ill ha)e to
ree%'i%eer its reco'%itio% a%d re+ard syste$ to $a*e s#re that the
or'a%i?atio% as a
+hole is &osteri%' the beha)iors that +ill $a*e the %e+ sales
approach e&&ecti)e-R
Earlier ING &oc#s +hy traditio%al sales approaches are
#%able to satis&y +hat c#sto$ers +a%t salespeople to *%o+- ThatQs
tr#e b#t it sho#ld be %oted that ING )ie+s the VCS process > i&
properly &or$#lated a%d the% e&&ecti)ely i$ple$e%ted > sho#ld
directly or at least directly i%)ol)e e)eryo%e +ithi% the 'i)e%
e%terprise- I% &act( beca#se the VCS process is i%&or$atio%>dri)e%(
ING stro%'ly reco$$e%ds that e5ter%al so#rces also be #tili?ed to
obtai% the i%&or$atio% %eeded abo#t each c#sto$er a%d its b#si%ess-
Those so#rces i%cl#de o%li%e a%d electro%ic b#si%ess $edia as +ell
as )e%dors a%d research a%alysts +ithi% the 'i)e% $ar*etplace-
Thoro#'h as al+ays( ING e)e% s#''ests +hat *i%ds o& 2#estio%s
sho#ld be as*ed to deter$i%e speci&ic i%&or$atio% %eeds a%d
objecti)es-
Near the co%cl#sio% o& the ING obser)es. RTra%s&or$i%' a sales
&orce &ro$ tra%sactio%al selli%' to o%e that creates )al#e &or the
c#sto$er is a lo%' jo#r%ey---E)ery part o& the co$pa%y has to p#t the

c#sto$er &irst---Virt#ally e)ery co$pa%y +ill ha)e a$o%' its
c#sto$ers so$e +ho are pro'ressi)e a%d &#lly #%dersta%d the )al#e
o& collaborati%' +ith their s#ppliers to the $#t#al be%e&it o& both-
Start there( a%d do%Qt t#r%
bac*---Abo)e all( )al#e creatio% selli%' +ill sp#r yo#r ING to co$e
#p +ith %e+ ideas a%d i%%o)atio%s that +ill co%ti%#ally di&&ere%tiate
it i% the
hi'hly co$petiti)e b#si%ess e%)iro%$e%t o& the t+e%ty>&irst ce%t#ry-
It is the path+ay to a prospero#s &#t#re-R
F-/EFINE A""RO"RIATE "RO/UCT AN/ SERVICE OFFERING
AN/ ATC! IT TO T!E CUSTOERSUNISUE NEE/S-
ore tha% hal& o& all co%s#$ers say a %e'ati)e o%li%e e5perie%ce leads
to o%li%e a%d o&&li%e aba%do%$e%t-
Cith the clic* o& a $o#se( a c#sto$er +ho has i%)ested ti$e a%d e&&ort
researchi%' yo#r prod#cts a%d ser)ices o%li%e( a%d +ho $ay ha)e
p#rchased policy pla%s store i% the past( +ill disappear &ore)er beca#se
o& a si%'le( bad o%li%e e5perie%ce-
O&te% the iss#e that ca#sed the c#sto$er to aba%do% his or her
tra%sactio% co#ld ha)e bee% resol)ed easily +ith help &ro$ a li)e a'e%t-
As s#ch( ING reali?e ca% %o lo%'er thi%* o& their i%di)id#al cha%%els as
sel&>s#stai%ed e%tities( b#t as i%te'ral parts o& a% e%tire bra%d operatio%-

I%teracti)e help optio%s li*e Rclic* to callR a%d Rclic* to chatR deli)er
cross>cha%%el perso%ali?atio% capabilities that allo+ co$pa%ies to tar'et
a%d e%'a'e c#sto$ers proacti)ely based o% their percei)ed %eeds- These
tech%olo'ies ca% ha)e a pro&o#%d e&&ect o% o%li%e sales( pro)ided that
the co$pa%ies i$ple$e%ti%' the$ &ollo+ certai% '#ideli%es- These
'#ideli%es i%cl#de.
"roacti)ely tar'eti%' Re%'a'edR Ceb site )isitors
O&&eri%' the $ost appropriate co%tact based o% co%te5t
o)i%' shoppers sea$lessly across cha%%els
Shari%' i%&or$atio% &ro$ o%e cha%%el to the %e5t
Ca% yo# i$a'i%e retail stores +here %i%e o#t o& 61 c#sto$ers le&t
+itho#t b#yi%' a%d %o o%e e)er as*ed the$ +hat they +ere loo*i%' &orT
Cell thatQs the state o& a&&airs i% the o%li%e c#sto$er ser)ice +orld-
E%'a'i%' c#sto$ers proacti)ely is the e2#i)ale%t o& a sales
represe%tati)e +al*i%' #p to a c#sto$er i% a retail store a%d *i%dly
sayi%'( Ray I help yo# +ith so$ethi%'TR
Co$pa%ies that deli)er perso%ali?ed cross>cha%%el e5perie%ces &or their
c#sto$ers #si%' clic* to call a%d clic* to chat ha)e i%creased sales
co%)ersio%s( red#ced Ceb site aba%do%$e%t a%d i$pro)ed ser)ice
e&&icie%cy dra$atically- This *i%d o& co%te5t#ali?ed approach to o%li%e
c#sto$er i%teractio% has i%creased co%)ersio% rates by as $#ch as 71
perce%t a%d decreased ha%dli%' ti$es by #p to 71 perce%t( accordi%' to a
rece%t J#piter Research report-
T2e R':2t Cont(ct (t t2e R':2t T'+e
The reality is that $ost co$pa%ies +o#ld pre&er %ot to ha)e e)ery
c#sto$er i%2#iry res#lt i% a pho%e call or chat( a%d they i%)est hea)ily i%

pro)idi%' sel&>ser)ice tools to address basic c#sto$er ser)ice iss#es-
Chile $a%y o%li%e $ar*eters )ie+ this as a% e&&ecti)e +ay to red#ce
costs( it so$eti$es e5acerbates c#sto$er &r#stratio% by de%yi%' the$
the perso%ali?ed ser)ice they %eed to co$plete a sale- The res#lt is a%
#%happy c#sto$er a%d a $issed opport#%ity &or the co$pa%y to 'e%erate
re)e%#e-
RI% the &#t#re( retailers +ill %eed to de)elop a $ore bala%ced )ie+ o&
i%teractio%s across cha%%els( opti$i?i%' &or a co$bi%atio% o& cost a%d
satis&actio%- Val#able c#sto$ers( &or i%sta%ce( $ay re2#ire di&&ere%t
ser)ice optio%s tha% other c#sto$ers(R accordi%' to a /ece$ber 711E
st#dy by Forrester Research-
I% those i%sta%ces +here c#sto$er co%tact is desired or re2#ired( clic* to
call a%d clic* to chat %ot o%ly o&&er 2#ality ser)ice a%d i%crease co%tact
ce%ter e&&icie%cy( b#t also help $eta$orphose the co%tact ce%ter i%to a
sales ce%ter by tar'eti%' i%di)id#al c#sto$ers based o% their percei)ed
%eeds a%d pote%tial )al#e- This ca% be do%e by e)al#ati%' i%di)id#al
c#sto$ers accordi%' to pro&ile or se'$e%t i%&or$atio%-
For e5a$ple( co$pa%ies that se'$e%t their c#sto$er base i%to 'old(
sil)er a%d bro%?e cate'ories ca% set a r#le that prese%ts clic* to call to
'old 3hi'h>)al#e4 c#sto$ers thro#'ho#t their sessio%( b#t o%ly to sil)er
a%d bro%?e c#sto$ers o%ce their shoppi%' carts reach a certai%
threshold-
Gold c#sto$ers 'et the piece o& $i%d o& al+ays ha)i%' the pho%e optio%
sho#ld they ha)e a 2#estio%s( +hile lo+er>)al#e c#sto$ers are
cha%%eled to less costly ser)ice optio%s li*e FASs( e>$ail or chat
3#%less they $eet the shoppi%' cart

G-I/ENTIFY CROSS SELLING AN/ U" SELLING-
Cross>sell a%d #p>sell so&t+are typically i%cl#de the capability
to 2#ality prospects( trac* co%tracts( a%d re&er the$ to sales perso%s

+he% appropriate e)e%t dri)e% $ar*eti%' is o%e aspect o& cross>
selli%' -&or e5a$ple IN ING a% e)e%t +o#ld be a lar'e policy( +hich
+o#ld the% tri''er a sales perso% to call the c#sto$er a%d as* i& he or
she +o#ld be i%terested i% other pla%s o& policies- Cross >selli%' a%d
#p>selli%' ca% also be based o% ide%ti&yi%' the li&e>path %eeds o& the
prospects- For e5a$ple ING sho#ld reco$$e%d $o%ey bac* policy
to those o& their c#sto$ers +ho are approachi%' retire$e%t- I&
c#sto$ers +ith yo#%' childre% co#ld be ide%ti&ied the% ING co#ld
cross>sell child li&e pla%s ( cross sell a%d #p>sell so&t+are $ay be
#sed to sched#le sales calls( *eep detailed records abo#t sales
acti)ities( a%d chec* o% the stat#s o& c#sto$er orders- This so&t+are
$ay also be i%te'rated +ith i%)e%tory so&t+are3to see +hat prod#cts
are i% stoc*4 or &ield ser)ices ,e5ter%al c#sto$er s#pport3to lear% ho+
the prod#ct is +or*i%' &or the c#sto$er-
0-INCREASE RETENTIION OF E<ISTING CUSTOERS
T!ROUG! I"ROVE/ AFTER SALES( SERVICE( AN/
SU""ORT-

S#ccess&#l C#sto$er Ac2#isitio% a%d C#sto$er Rete%tio%
ar*eti%' Strate'ies-
Tar'eted $ar*eti%' is a critical co$po%e%t o& yo#r $ar*eti%' s#ccess-
Attracti%' a%d retai%i%' pro&itable c#sto$ers a%d t#r%i%' pote%tial
c#sto$ers i%to act#al c#sto$ers is a h#'e challe%'e = especially +he%
yo# co%sider the $#ltit#de o& co%s#$er data a)ailable- Chether itQs
b#si%ess>to>b#si%ess $ar*eti%' or b#si%ess>to>co%s#$er $ar*eti%'( ING
%eed to *%o+ yo#r c#sto$ers- By #%dersta%di%' the de$o'raphic
characteristics( li&estyle beha)iors a%d p#rchase pre&ere%ces that dri)e
yo#r a#die%ceQs decisio%s( ING ca% s#ccess&#lly tailor their $ar*eti%'
strate'ies to reach those $ost li*ely to p#rchase yo#r prod#ct or ser)ice(
i%crease yo#r c#sto$er loyalty a%d i$pro)e c#sto$er pro&itability-
"o+er&#l ar*eti%' Sol#tio%s
ar*et tar'eti%' starts by co$bi%i%' yo#r proprietary c#sto$er data
+ith o#r se'$e%tatio% syste$s a%d the $ost co$prehe%si)e databases
a)ailable- The res#lt is so#%d( actio%able( i%telli'e%t i%&or$atio%
tar'eted &or yo#r speci&ic i%d#stry-
ING VYSYAQ tar'eted $ar*eti%' sol#tio%s pro)ide the tools yo# %eed to
e&&ecti)ely reach a%d retai% yo#r best c#sto$ers( +hile i$pro)i%'
c#sto$er loyalty a%d c#sto$er pro&itability- Che% co%d#cti%' b#si%ess>
to>co%s#$er $ar*eti%'( yo#Qll disco)er yo#r c#sto$ersQ li&estyles( habits(
pre&ere%ces a%d %eeds( i%cl#di%'.
Speci&ic prod#ct #sa'e
Cha%%el pre&ere%ces
Tech%olo'y adoptio%

edia #sa'e
Li&estyle a%d other co%s#$er beha)iors
Li&e cycle data
"ro)e% Steps to S#ccess
ING VYSYAQ established best practices &or c#sto$er ac2#isitio% a%d
c#sto$er rete%tio% $ar*eti%' i%te'rates i%&or$atio%( a%alysis a%d
$ar*eti%' applicatio%s &or tar'eti%' their best c#sto$ers a%d prospects
a%d retai%i%' co$pa%y@s best c#sto$ers- ING VYSYA Usi%' Q G>step
$ar*et tar'eti%' process o& /isco)ery( Strate'y( I$ple$e%tatio% a%d
eas#re$e%t( ING VYSYA trai%ed represe%tati)es +ill help co$pa%y
apply "recisio% ar*eti%' tech%i2#es to de)elop the best c#sto$er
ac2#isitio% a%d c#sto$er rete%tio% sol#tio%s to tac*le yo#r speci&ic
$ar*eti%' challe%'es.
6- D'*co4er; =ING VYSYA Be'i% +ith a co$plete e5a$i%atio% o&
both yo#r c#sto$er base a%d yo#r $ar*et to ide%ti&y yo#r hi'hest
)al#e c#sto$er se'$e%ts a%d best %e+ sales opport#%ities- This
li%* bet+ee% yo#r i%ter%al i%&or$atio% a%d the $ar*etplace
pro)ides )al#able i%si'ht i%to yo#r c#sto$ersQ p#rchasi%'
beha)ior a%d pre&ere%ces = re)eali%' +ho is li*ely to b#y $ore
a%d +hich prod#cts or ser)ices they +a%t- Cith this i%&or$atio%
i% ha%d( yo# i$$ediately i$pro)e yo#r opport#%ities to i%crease
c#sto$er pro&itability a%d i$pro)e c#sto$er loyalty-
Li&estyle se'$e%tatio% is a *ey co$po%e%t o& the c#sto$er
a%alysis phase a%d helps to ide%ti&y li&e sta'es( i%co$e ra%'es(
ed#catio% le)els a%d $edia pre&ere%ces- Lear% +hich prod#cts &it

yo#r c#sto$ersQ li&estyles &or $ore precise pla%%i%' o& cross>sell
a%d #p>sell pro$otio%s-
7- Str(te:;
O%ce yo#r *ey c#sto$er se'$e%ts ha)e bee% ide%ti&ied( de)elop
tar'eti%' strate'ies that address c#sto$er %eeds a%d ta*e &#ll
ad)a%ta'e o& yo#r %e+ opport#%ities today a%d i%to the &#t#re-
This strate'ic phase &oc#ses o% the three core areas esse%tial &or
tr#e c#sto$er ac2#isitio% a%d rete%tio% s#ccess. c#sto$ers(
$ar*ets a%d deli)ery cha%%els-
F- I+p)e+ent(t'on = Implement Your lan
The *%o+led'e 'ai%ed &ro$ the a%alysis a%d strate'ic pla%%i%'
phases allo+ yo# to i$ple$e%t a solid tar'eted $ar*eti%' pla%-
Tar'et prospects precisely( choosi%' se'$e%ts that $atch yo#r
c#sto$er base a%d $edia cha%%els that $atch their pre&ere%ces-
Reachi%' pote%tial c#sto$ers +ith tar'eted o&&ers has %e)er bee%
easier-
G- Me(*%re+ent = Measure Your erformance
/#ri%' the $eas#re$e%t phase o& yo#r pro'ra$( ar$ yo#rsel&
+ith the per&or$a%ce be%ch$ar*s a%d Rpote%tialR a%alysis to
assess the e&&ecti)e%ess o& yo#r strate'ies a%d i$ple$e%tatio%
tactics- The ability to $eas#re a'ai%st these actio%s is critical = it
is the o%ly +ay yo# ca% 'ai% the i%si'ht to $a*e i$pro)e$e%ts(
i$ple$e%t cost sa)i%'s a%d acc#rately assess 'ai%s or losses-
eas#ri%' yo#r res#lts ca% i%crease yo#r respo%se rates &or the
%e5t ca$pai'% a%d help to allocate yo#r $ar*eti%' b#d'et $ore
e&&ecti)ely-

Po5er/%) C%*to+er AcB%'*'t'on (n& C%*to+er Retent'on So)%t'on*
By co$bi%i%' yo#r proprietary c#sto$er data +ith o#r se'$e%tatio%
syste$s a%d the $ost co$prehe%si)e databases a)ailable( yo# 'et
c#sto$er ac2#isitio% a%d c#sto$er rete%tio% sol#tio%s tar'eted &or yo#r
speci&ic i%d#stry- The &ollo+i%' c#sto$er ac2#isitio% a%d c#sto$er
rete%tio% sol#tio%s a%d plat&or$s are a)ailable.
/ata = re)eal prod#ct #sa'e thro#'h pri$ary research a%d s#r)ey
data
Se'$e%tatio% = #%co)er speci&ic li&estyle i%&or$atio%
So&t+are = $ap c#sto$ers a%d per&or$ i%>depth a%alyses
I%ter%et = do+%load additio%al data &or a%alysis
Co%s#lti%' = 'ai% c#sto$i?ed sol#tio%s thro#'h o#r a%alytical
ser)ices di)isio%( I%te'ras
By co$bi%i%' the b#si%ess>to>co%s#$er $ar*eti%' sol#tio%s $ost
rele)a%t to yo# a%d yo#r b#si%ess( yo# +ill i$pro)e yo#r c#sto$er
pro&itability a%d c#sto$er loyalty-

M(r9et Se:+ent(t'on
ING VYSYAQ $ar*et tar'eti%' se'$e%tatio% research tools e5cel at
#%co)eri%' hidde% patter%s o& co%s#$er beha)ior &or yo# to capitali?e
o%- ING help yo# i$pro)e the tar'eti%' o& yo#r speci&ic $ar*et se'$e%t
a%d a#die%ce by #%dersta%di%' the de$o'raphic characteristics( li&estyle
beha)iors a%d p#rchase pre&ere%ces that dri)e their b#yi%' decisio%s-
ING VYSYA has led the i%d#stry i% a%alytical $ar*eti%' se'$e%tatio%
research sol#tio%s that 'e%erate pro)e% b#si%ess>to>co%s#$er $ar*eti%'
res#lts &or o#r clie%ts-
ING VYSYA se'$e%tatio% syste$s pro4'&e ( /)e>'3)e /r(+e5or9 /or
&ec'*'on0+(9'n: t2(t '* con*'*tent /ro+ t2e 'n&'4'&%()< to )oc()
+(r9et*< to t2e n(t'on() )e4e) = a%d e)ery le)el i% bet+ee%- This ability
to R#pshi&tR or Rdo+%shi&tR across $ar*et se'$e%ts +ith total
co%siste%cy is a #%i2#e be%e&it o& +or*i%' +ith ING VYSYA
Bro+se thro#'h the co$prehe%si)e listi%' o& ING tar'eted $ar*eti%'
se'$e%tatio% sol#tio%s( desi'%ed to bri%' all co%s#$er pro&iles( $ar*et
se'$e%tatio% a%d &acets o& yo#r se'$e%tatio% challe%'es i%to &oc#s- O#r
$ar*eti%' se'$e%tatio% research syste$ optio%s allo+ yo# to easily
locate the best $ar*et se'$e%tatio% sol#tio% &or yo#r b#si%ess %eeds-

U%paralleled pri$ary co%s#$er research
ING VYSYA o&&ers the $ost e5te%si)e li%*s to the %atio%Qs leadi%'
sy%dicated s#r)eys a%d databases o& co%s#$er beha)ior- These
co%s#$er pro&iles pro)ide a po+er&#l tar'eti%' tool to acc#rately
se'$e%t co%s#$ers by li&estyle( $edia a%d prod#ct pre&ere%ces-
Natio%al a%d local $ar*et pro&iles are a)ailable-
Co%)er'e%ce A#dit S#r)ey
U
= The Co%)er'e%ce A#dit pro)ides
$ar*et i%telli'e%ce re'ardi%' co$$#%icatio%( e%er'y a%d
tech%olo'y #se thro#'h act#al co%s#$er attit#di%al a%d beha)ioral
i%&or$atio%-
I%s#ra%ce A#dit S#r)ey
U
= The I%s#ra%ce A#dit pro)ides detailed
i%&or$atio% abo#t co%s#$er beha)ior o& i%s#ra%ce a%d i%)est$e%t
prod#cts-
ar*et A#dit
V
S#r)ey = ar*et A#dit is the lar'est sy%dicated
database o& co%s#$er &i%a%cial beha)ior = co$piled a%%#ally
&ro$ i%ter)ie+s +ith o)er 611(111 ho#seholds( ar*et A#dit
co)ers ho#sehold #se o& do?e%s o& &i%a%cial prod#cts( acco#%ts
a%d acco#%t bala%ces( +here acco#%ts are held a%d $ore-
E5te%si)e se'$e%tatio% part%erships
ING VYSYA tar'eted $ar*eti%' se'$e%tatio% syste$s li%* to $ore
sy%dicated prod#ct>#se s#r)eys( direct $ail lists( a#die%ce $eas#re$e%t
a%d other *ey databases i% the U-S- a%d Ca%ada tha% a%y other
se'$e%tatio% syste$s- These li%*s $a*e it possible to #se o#r $ar*et
se'$e%tatio% data &or a +ide )ariety o& b#si%ess>to>co%s#$er $ar*eti%'
applicatio%s( &ro$ $edia pla%%i%' to database $ar*eti%'- O#r

part%erships 'i)e yo# the po+er a%d co%&ide%ce o& pro)e% $ar*et
se'$e%tatio% research a%d tech%olo'y e5pertise-
!egment your "ustomers # $arget your rospects
I%creasi%' ING VYSYA $ar*et tar'eti%' e&&ecti)e%ess is o%e o& yo#r
to#'hest challe%'es = ho+ do yo# $a*e the $ost o& yo#r $ar*eti%'
dollars +hile s#ccess&#lly reachi%' a%d retai%i%' yo#r $ost pro&itable
c#sto$ers a%d prospectsT ar*et se'$e%tatio% helps to easily classi&y
yo#r best c#sto$ers a%d &i%d $ore li*e the$ = res#lti%' i% i$pro)ed
c#sto$er pro&itability a%d c#sto$er loyalty- Cith the o)er+hel$i%'
ra%'e o& data a%d se'$e%tatio% o&&eri%'s a)ailable( yo# %eed a% easy>to>
#se reso#rce that co%%ects $ar*et de$o'raphics( co%s#$er
se'$e%tatio% a%d beha)ioral s#r)ey data i% o%e syste$-
ING VYSYA Co%s#$er "oi%t pro)ides a co$prehe%si)e sol#tio% that
allo+s yo# to li%* yo#r i%ter%al data +ith the e5ter%al $ar*et
perspecti)e( #%co)eri%' )al#able i%&or$atio% abo#t yo#r 'reatest
opport#%ities- Co%s#$er "oi%t i%cl#des the &ollo+i%' collectio% o& ING
VYSYA +ell>*%o+% a%d po+er&#l $ar*et se'$e%tatio% a%d $ar*et
data syste$s.
"RIW
V
NEXThe Ne+ E)ol#tio%
"RIW NE 0Y
Cor*place "RIW NE
"OYCLE
V
NE
"OYCLE NE 0Y
$he Marketer%s "omplete &nline $oolkit

ING VYSYA is a %e+ o%li%e tar'eted $ar*eti%' e5perie%ce- Rather tha%
&oc#si%' o% a si%'le $ar*eti%' discipli%e( +e ha)e created a tool*it that
allo+s $ar*eters to co$plete all o& their $ar*eti%' a%d pla%%i%'
projects &ro$ a si%'le reso#rce-
M(r9et An();*'* = "rod#ce reports( $aps a%d data )ariables &or
yo#r $ar*et areas- A%aly?e de$o'raphic tre%ds( co%s#$er
spe%di%' a%d b#si%ess pro&iles to choose the best $ar*ets a%d site
locatio%s-
C%*to+er An();*'* = Se'$e%t yo#r c#sto$ers to tar'et yo#r best
'ro+th opport#%ities- U%dersta%d c#sto$er li&estyles( prod#ct
pre&ere%ces( a%d $edia habits so yo# ca% tar'et c#sto$ers a%d
prospects $ore e&&ecti)ely-
B%*'ne** to B%*'ne** An();*'* = /isco)er yo#r best b#si%ess to
b#si%ess c#sto$ers a%d co$petitors( pla% yo#r strate'y a%d the%
e5ec#te it
U%til %o+( $#ltiple reso#rces +ere re2#ired to co$plete rob#st
$ar*eti%' a%alysis- This )ersatile tool pro)ides a%s+ers to all yo#r
%eeds.
/o?e%s o& detailed reports,$aps = /e$o'raphics( Co%s#$er
B#yi%' "o+er( Retail ar*et "o+er( B#si%ess Facts a%d $#ch
$oreY
Tho#sa%ds o& data )ariables o&&eri%' i%si'ht i%to a%y US $ar*et-
Tho#sa%ds o& beha)ioral pro&iles that #%loc* the beha)iors o& yo#r
tar'et c#sto$ers a%d prospects-
ar*et leadi%' co%s#$er se'$e%tatio% = "RIW NE( "OYCLE
NE(

Co$plete b#si%ess to b#si%ess $atchi%' a%d disco)ery tools
Co%s#$er a%d b#si%ess to b#si%ess prospect lists
B#si%ess"oi%t
U
'(' Marketing, &nline in )eal $ime
ING VYSYA B#si%ess poi%t a rob#st( +eb>based portal( 'i)es yo# the
ability to disco)er( pla%( e)al#ate a%d e5ec#te yo#r b#si%ess>to>b#si%ess
e&&orts- Use B#si%ess "oi%t to 'ai% a better #%dersta%di%' o& yo#r B7B
c#sto$ers a%d 'et the co$plete pict#re o& the RB7BR la%dscape i% yo#r
$ar*et- I% short( a&ter #si%' ING VYSYA B#si%ess "oi%t( yo# +ill
achie)e $ore s#ccess&#l b#si%ess>to>b#si%ess $ar*et tar'eti%'
ca$pai'%sY
ING VYSYA is a cost>e&&ecti)e tar'eti%' tool that +ill a%s+er yo#r
to#'hest $ar*eti%' 2#estio%s- The co$prehe%si)e i%&or$atio% abo#t
each b#si%ess helps yo# de&i%e a%d tar'et yo#r direct $ail(
tele$ar*eti%'( a%d direct sales e&&orts- The site o&&ers the &le5ibility to
re&i%e yo#r a%alysis by #si%' &ilters to recei)e e5actly the i%&or$atio%
yo#Qre loo*i%' &or-
"RIW
V
NE
$he *ew +volution in !egmentation
For the &o#rth ti$e i% as $a%y decades( ING has recra&ted its tar'eted
$ar*eti%' se'$e%tatio% tech%olo'y to correspo%d +ith the lar'est data
collectio% e&&ort e)er #%derta*e% by a%y e%tity = the 7111 U-S- Ce%s#s-
The "RIW NE syste$ capt#res the esse%ce o& the pre)io#s "RIW
syste$( as +ell as the best>i%>class $ethodolo'y o& icroVisio%- ChatQs
di&&ere%t = a%d $ost po+er&#l = abo#t the c#rre%t de)elop$e%t process

&or "RIW NE is that it li%*s ho#sehold a%d %ei'hborhood>le)el
se'$e%t assi'%$e%ts-
Updati%' se'$e%tatio% syste$s to e)ol)e +ith the ti$es is %othi%' %e+
&or ING The Ce%s#s tra%sitio% &ro$ 6D81 to 6DD1 &o#%d #s #pdati%'
both "RIW a%d Visio%( o%e o& ING &or$er se'$e%tatio% syste$s-
These #pdates res#lted i% the creatio% o& the E7>cl#ster )ersio% o&
"RIW a%d the D0>ato$ icroVisio% syste$ at the WI"MG le)el- This
#pdati%' process has *ept ING at the &ore&ro%t o& se'$e%tatio%
de)elop$e%t-
$he ower of !egmentation ,here "onsumers ,ork
E&&ecti)ely ide%ti&yi%' a%d tar'eti%' the c#sto$ers +ho dri&t i% a%d o#t
o& yo#r $ar*et area d#ri%' their +or*days ca% be challe%'i%'( yet this is
a critical co$po%e%t o& yo#r $ar*eti%' s#ccess- Chether they are eati%'
o#t &or l#%ch( droppi%' o&& dry clea%i%'( 'etti%' cash at the AT( or
pic*i%' #p a birthday card( co%s#$ers li*e the co%)e%ie%ce o& b#yi%'
prod#cts a%d ser)ices %ear +here they +or*- For as $a%y as three shi&ts
a day( FE0 days a year( a %ei'hborhoodQs +or*place pop#latio%
co%stit#tes a si'%i&ica%tXb#t o&te% #%tappedX$ar*et o& pote%tial
c#sto$ers-
No+ yo# ca% tar'et yo#r c#sto$ers +here they +or* +ith the sa$e
sta%dard se'$e%tatio% syste$ yo# #se to tar'et the$ at ho$e-
Cor*place ING pro)ides $ar*eters +ith the distrib#tio% o& INGVYSYA
se'$e%ts carried i%to a %ei'hborhood by its +or*i%' pop#latio%- O%ce

its +or*ers arri)e( a 'eo'raphyQs ING pro&ile ca% be as di&&ere%t &ro$ its
reside%t pop#latio% pro&ile as( 2#ite literally( %i'ht a%d day-
ar*et tar'eti%' se'$e%tatio% data a%d prod#cts +ill help yo#
i%crease yo#r c#sto$er pro&itability a%d i$pro)e yo#r c#sto$er
loyalty- Co%tact
ING to &i%d o#t ho+ +e ca% help yo# +ith $ar*et se'$e%tatio%(
tar'eted $ar*eti%' se'$e%tatio% research( co%s#$er pro&iles( $ar*et
data a%d de$o'raphic se'$e%ts data %eeds-

DATA ANALYSIS AND
PRESENTATION
6- "lease tic* the &actor that dri)es yo# &or the p#rchase o& the
i%s#ra%ce-

CATEGORY RESPONDENTS
S(/et; DE
Bene/'t* FD
Co+/ort FF
Br(n& F.
RESPONDENTS
35
23
22
20
0
5
10
15
20
25
30
35
40
Safety Benefits Comfort Brand
RESPONDENTS
INTERPRETATION!
O%t o/ -.. peop)e 52o p(rt'c'p(te& 'n *%r4e; 't '* /o%n& DE (re
:'4'n: +ore '+port(nce to *(/et;< (n& FD (re :'4'n: /or 3ene/'t*<
(n& FF (re :'4'n: /or co+/ort< (n& F. (re :'4'n: /or t2e 3r(n&7
T2e +(jor't; o/ t2e c%*to+er* (re :'4'n: +ore '+port(nce to
*(/et;7
7- /o yo# pla% to ha)e a li&e i%s#ra%ce policy i% %ear &#t#re-

CATEGORY RESPONDENTS
W't2 'n G +ont2* D?
W't2 'n - ;e(r F-
A/ter - ;e(r F?
A3o4e - ;e(r -D
RESPONDENTS
38
21
28
13
0
5
10
15
20
25
30
35
40
Wit in ! monts Wit in 1 year "fter 1 year "#o$e 1 year
RESPONDENTS
INTERPRETATION!
O%t o/ -.. peop)e 52o p(rt'c'p(te& 'n *%r4e; 't '* /o%n& D?
c%*to+er* (re 5'))'n: to t(9e t2e po)'c; 5't2'n G +ont2*< F- (re
5'))'n: 5't2'n - ;e(r< (n& F? (re 5'))'n: to t(9e (/ter - one ;e(r
(n& -D (re 5'))'n: to t(9e (3o4e - ;e(r7 So t2e +(jor't; o/ t2e
c%*to+er* (re 5't2'n G +ont2*7

F- +hich o& li&e i%s#ra%ce policy do yo# pre&er &or yo#r &a$ily-
CATEGORY RESPONDENTS
Tr(&'t'on() P)(n* -H
Mone; 3(c9 P)(n* DI
Un't )'n9e& P)(n* FJ
M(r9et 'n4e*t+ent P)(n* F.
RESPONDENTS
1%
34
2&
20
0
5
10
15
20
25
30
35
40
Traditiona' P'ans (oney #a)*
P'ans
+nit 'in*ed P'ans (ar*et
in$estment P'ans
RESPONDENTS
INTERPRETATION!
O%t o/ -.. peop)e 52o p(rt'c'p(te& 'n *%r4e; 't '* /o%n& -H (re
*2o5'n: 'ntere*t /or tr(&'t'on() p)(n* < (n& DI (re 'ntere*t /or +one;
3(c9 po)'c; (n& FJ (re 'ntere*t /or %n't )'n9e& p)(n*< F. (re 'ntere*t
/or +(r9et 'n4e*t+ent p)(n*7 So +(jor't; o/ c%*to+er* 5')) :o /or
t2e +one; 3(c9 po)'c;7

G- +hich $ode o& pay$e%t do yo# &i%d $ore s#ited to yo#r
co%)e%ie%ce-
CATEGORY RESPONDENTS
1%(rter); FH
H()/ ;e(r); F?
Ye(r); FI
An; ot2er -H
RESPONDENTS
2%
28
24
1%
0
5
10
15
20
25
30
35
,-arter'y .a'f year'y /ear'y "ny oter
RESPONDENTS
INTERPRETATION!
O%t o/ -.. peop)e 52o p(rt'c'p(te& 'n *%r4e; 't '* /o%n& FH (re
5'))'n: to p(; t2e (+o%nt 'n B%(rter); (n& F? (re 5'))'n: to t2e'r
(+o%nt 'n 2()/ ;e(r); (n& FI (re 5'))'n: to p(; t2e'r (+o%nt 'n
;e(r);< (n& -H (re 5'))'n: to p(; t2e'r (+o%nt 'n ot2er +o&e*7 So
+(jor't; o/ t2e c%*to+er (re 5'))'n: to p(; (+o%nt 'n B%(rter);7

0- Are yo# satis&ied +ith the ser)ices a%d be%e&its o& the i%s#ra%ce
co$pa%y i% +hich yo# ha)e policy-
CATEGORY RESPONDENTS
Ye* JI
No FG
RESPONDENTS
&4
2!
0
10
20
30
40
50
!0
&0
80
/es No
RESPONDENTS
INTERPRETATION!
O%t o/ -.. re*pon&ent* 52o 2(4e t2e ING po)'c; JI (re *(t'*/'e&
5't2 t2e co+p(n; *er4'ce7
O%t o/ -.. re*pon&ent* 52o 2(4'n: t2e po)'c; 'n ING FG (re not
*(t'*/'e& 5't2 t2e'r *er4'ce*7

G7 /o yo# s#''est the i%s#ra%ce co$pa%y i% +hich yo# ha)e policy to
yo#r &rie%dsT
CATEGORY RESPONDENTS
Ye* J-
No FH
RESPONDENTS
&1
2%
0
10
20
30
40
50
!0
&0
80
/es No
RESPONDENTS
INTERPRETATION!
O%t o/ -.. re*pon&ent* 52o 2(4e t2e ING po)'c; JI (re 5'))'n: to
*%::e*t t2e'r /r'en&*7
O%t o/ -.. re*pon&ent* 52o 2(4e t2e po)'c; 'n ING FH (re not
5'))'n: to *%::e*t t2e'r /r'en&*7

J7 +hich o& the &ollo+i%' $edia i% yo#r )ie+ is the best seated &or the
i%s#ra%ce i%d#stry-
CATEGORY RESPONDENTS
Ne5* p(per* DD
T7 FG
Ho(r&'n:* FD
E4ent* -?
RESPONDENTS
33
2!
23
18
0
5
10
15
20
25
30
35
Ne0s 1a1ers T23 .oardin4s E$ents
RESPONDENTS
INTERPRETATION!
O%t o/ -.. peop)e 52o p(rt'c'p(te& 'n *%r4e; 't '* /o%n& DD (re 9no5
(3o%t t2e ING YSYA POLICIES 3; ne5* p(per*7FG (re 9no5 3;
T77 (n& F. (re 9no5 3; 2o(r&'n:* (n& -. (re 9no5 3; e4ent*7

ANALYSIS OF CUSTOMER RELATIONSHIP
MANAGEMENT IN HYDERABAD
Respondents Profie
N!"e# Se$#
A%e# p&one #
@-A P)e(*e t'c9 t2e /(ctor t2(t &r'4e* ;o% /or t2e p%rc2(*e o/ t2e
'n*%r(nce7
AA *(/et; BA 3ene/'t*
CA co+/ort DA Br(n&
@FA DO ;o% p)(n to 2(4e ( )'/e 'n*%r(nce po)'c; 'n ne(r /%t%re7

AA W't2'n G +ont2* BA W't2'n - ;e(r

CA A/ter one ;e(r DA A3o4e one ;e(r
@DW2'c2 o/ t2e )'/e 'n*%r(nce po)'c; &o ;o% pre/er /or ;o%r
/(+');7
AATr(&'t'on() p)(n* BA +one; 3(c9 p)(n*
CA Un't )'n9e& p)(n* DA +(r9et 'n4e*t p)n*
IA52'c2 +o&e o/ p(;+ent &o ;o% /'n& +ore *%'te& 'n ;o%r
con4en'ence7
AA 1%(rter); BA H()/;e(r);
CA ;e(r); DA An; ot2er
EA Are ;o% *(t'*/'e& 5't2 t2e *er4'ce* (n& 3ene/'t* o/ t2e ING
YSYA LIFE 'n*%r(nce co+p(n; ;o% 2(4e po)'c;7

AA Ye* BA No
@GA Do ;o% *%::e*t t2e 'n*%r(nce t2e ING YSYA to ;o%r
/r'en&*7
AA ;e* BANo
@JA 52'c2 o/ t2e /o))o5'n: +e&'( 'n ;o%r 4'e5 '* t2e 3e*t *e(te&
/or t2e 'n*%r(nce 'n&%*tr;7
@AA Ne5* p(per* BA T77
@?A An; e>pect(t'on* t2(t (re not /%)/'))e& 3; t2e ING YSYA
co+p(n; (n& *%::e*t'on*7000000000000000000000000000000000000000000000
000000000000000000000000000000000000000000000000000000000000000000000000000000000007
I THANK TO YOU ERY MUCH FOR YOUR ALUABLE
TIME AND COPERATION IN COMPLETING THIS
1UESTIONNIRE7

CONCLUSIONS
FINDINGS!

Fro$ the project st#dy a%d i%terpretatio% the &i%di%'s are s &ollo+s .
O#r co#%try i%dia has a pop#latio% 671 crore a%d that are o%ly
8 crore people ha)e li&e i%s#ra%ce policy- O#t o& 611 sa$ples E09
people ha)e i%s#ra%ce policy i% LIC a%d re$ai%i%' F09 people ha)e
i%s#ra%ce policy I% other i%s#ra%ce co$pa%ies-

ost people ha)e tr#st i% LIC tha% a%y other i%s#ra%ce
co$pa%y a%d still LIC holds h#'e $ar*et share i% li&e i%s#ra%ce
sector i% I%dia-
The reaso% behi%d this is LIC is a p#blic sector co$pa%y a%d
has its roots &ro$ 01 years i% I%dia-
879 people are ta*i%' i%s#ra%ce policy o%ly i& it is +ithi% their
b#d'et a%d ha)e &le5ible pay$e%t optio%s a%d re$ai%i%' is ta*i%'
policy i& it is %ot +ith i% b#d'et- B#t d#e to be%e&its is ta*i%' policy
a%d rep#tatio% o& the co$pa%y-
A$o%' )ario#s &actors 009 o& people are loo*i%' &or be%e&its
policy a%d re$ai%i%' 719 people are loo*i%' &or bra%d %a$e o&
i%s#ra%ce co$pa%y-
RECOMMENDATIONS!

There is a h#'e pote%tial $ar*et &or li&e i%s#ra%ce
co$pa%ies i% I%dia as o#t p#t o& 671 crore pop#latio%- O%ly 8 crore
are i%s#red- The i%s#ra%ce co$pa%ies sho#ld ed#cate people abo#t
i%s#ra%ce its i$porta%ce( di&&ere%t policies a%d be%e&its o& policies-
The people opt &or policy by ta*i%' i%to co%sideratio% price
o& pre$i#$ o& policy a%d be%e&its o& policy a%d least i$porta%ce is
'i)e% to bra%d %a$e- the li&e i%s#ra%ce co$pa%ies sho#ld loo* o)er
&le5ible pay$e%t optio%s &ro$ the poi%t o& #%tapped pote%tial $ar*et
i% I%dia-
The price o& pre$i#$ o& a policy $#st be +ithi% the b#d'et
o& co$$o% $a% a%d li&e i%s#ra%ce co$pa%ies sho#ld pro)ide &le5ible

pay$e%t optio%s- By doi%' so( the pri)ate i%s#ra%ce co$pa%ies ca%
s#rely capt#re the #%tapped $ar*et alo%' +ith creati%' bra%d %a$e-
BIBLOGRAPHY

BIBLOGRAPHY

ar*eti%' $a%a'e$e%t > "hilip *otler
> S-A- sherley

> "-N-Reddy

ar*eti%' research > G-C- Beri


>/o%ald T#ll
I%ter%et i%&or$atio% +++-i%')ysyali&e-co$
+++-$o#thsh#t-co$
+++-research-co$
+++-solidit-co$
+++-cr$-co$
+++-claritas-co$
Boo*s a%d jo#r%als b#si%ess +orld
Gps $ar*eti%'
Eco%o$ic ti$es3bra%d e2#ity4-
B#si%ess li%e-